Introduction

This seminar has been designed for employees who work directly or closely with external or external customers.

In this seminar, you will:-

• Review your role as a manager
• Identify your key customers and their needs
• Establish ways of monitoring customer satisfaction with your management style
• Managing performance to deliver excellent customer service.

• Consider their position as a role model
• Develop their understanding of internal and external customer expectations
• Establish the importance of setting and reviewing customer service standards
• Discuss how to motivate teams and individuals to deliver excellent customer service
• Develop effective communication strategies for teams and customers

Seminar Outline

Day 1: The role of the manager

• Your roles and responsibilities as a customer focused manager
• Your impact on individuals, behavior and culture
• Creating a customer-centric culture within your department
• Identifying internal barriers to customer focused performance
• Understanding what makes customers loyal
• Environmental scanning – recognizing changing customer expectations

• Understanding Customer relationship Management
• Identifying your internal and external customers – and their expectations
• Stakeholder analysis
• Ensuring consistency at every customer interaction
• Identifying and managing the experiences and expectations of different types of customers
• Identifying customers needs and issues
• Using the Quality Gaps model to identify breakdowns in customer satisfaction

Day 3: Setting and Reviewing Customer Service Standards

• Why set customer service standards?
• Setting SMART objectives for customer standards and satisfaction
• Reviewing performance against standards
• Monitoring customer satisfaction
• Identifying methods to measure your customer satisfaction with the services you provide

• Generating a team spirit
• Providing support and recognition
• Improving team performance – prioritizing for yourself and others
• Coaching and giving feedback
• Understanding how the employee experience mirrors the customer experience
• Building commitment within your team to deliver a quality service

• Overcoming barriers – ensuring your communication gets results
• Assertiveness team briefings and meetings
• Handling conflict within the team and promoting co-operative behavior.
• Methods of communicating with customers

Oxford Management Centre
John Eccles House
Robert Robinson Ave
Oxford Science Park
Oxford
OX4 4GP
United Kingdom

Tel: +44 1865 338088

Fax: +44 1865 338100

email info@oxford-management.com