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Hourglass

Customer Service Excellence

Building a customer service culture

Today’s market means organisations are often looking towards improving service to give them a competitive advantage. This course equips you with the latest skills and knowledge needed to ensure excellent customer service is delivered at all points of interaction. Every interaction is an opportunity: make the most of each and every one.
Cost: £475 + VAT
Duration: 1 day(s)
Available dates and locations
  • London
    • Thursday 31/05/2012
    • Monday 13/08/2012
    • Tuesday 06/11/2012
    • Monday 10/12/2012
  • Plan how to avoid and learn from common problems
  • Identify how to motivate your team members towards a customer service culture
  • Develop the techniques required to improve the quality of customer care across the organisation
Leaders and mangers who want to establish and develop an empowered customer service culture in their organisation.
  • How to become an advocate of customer service
  • Your current organisational image:
  1. You
  2. Your company
  3. Customer perception
  • Your customer base – engagement, feedback, complaints and satisfaction
  • Problem identification – solutions and prevention
  • Professional standards – consistency, reliability and predictability
  • Customer psychology – loyalty and motivation
  • Writing customer-focused competencies and SMART objectives
  • How to embed customer focused values, behaviours and attitudes across the organisation
  • Working as a team to achieve the WOW in customer service

Payment:
Must be made in full no later than 14 working days prior to the course start date.

Transfers:
The following charges will apply if you wish to transfer your booking to a later course date:
21+ working days before a course = 0% of the course fee
5-20 working days before a course = 50% of the course fee
1-4 working days before a course = 100% of the course fee

To transfer a delegate please call us on 0800 022 3410.

Substitute delegates:
You can transfer a place on a course to a substitute delegate free of charge.

Cancellations:
The following charges will apply if you wish to cancel a course:
21+ working days before a course = 20%
1-20 working days before a course = 100%

Cancellations must be received in writing via email to courses@capita-ld.co.uk and must contain the full booking details including organisation name, booking and delegate contact details.

For full terms and conditions please see Terms and conditions page, for other queries please refer to our frequently asked questions page.

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Enquiries

For more information on any of our services contact:

E: enquiries@capita-ld.co.uk
T: 0800 022 3410