Centre 4 Learning : Office Administration Courses


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Customer focus
2 days

Programme outline
This programme teaches participants to develop their own awareness of the importance of customer service, identify the climate of customer service and understand the impact of their team in relation to customers' perception of their organisation. Participants will learn how to assess the necessary skills for building good relations with customers, identify their responsibilities in managing customer satisfaction and identify the importance of customer expectations about service and behaviour.

Who should attend?
Front-line managers and supervisors leading teams delivering customer service.

Programme content

Introduction and objectives
Components of managing customer service
Identifying the components

Strategy
System
Staff

Customer service climate
Who is the customer?
What are the expected levels of service?
How we judge service - how do customers judge us?
Our competitors
The changing world
Issues of internal and external customer service
Human and business components of service
Customer wants and needs
The difference between wants and needs
Human and business aspects of service
Managing and enhancing service levels
Levels of service
Identifying your service target and the barriers to achieving these
Managing customer service staff
Identifying your responsibilities for staff
The customer's viewpoint
How the customer judges our service
The guiding principles of customer care
Handling difficult customer situations
Putting the key principles into practice
Controlling difficult calls using verbal and non-verbal techniques
Remaining confident

Handling emotion, anger, and complaints
Making and refusing requests

Practical exercises - using your case studies
Personal action

Tel: +44 (0)208 385 7511
Email: shyrose@centre4learning.co.uk