Customer Service Excellence

Probably one of the most overused and under demonstrated issues of our time is customer service. This programme walks delegates through the building blocks of customer service and shows how SERVICE is about serving. Drawing on the principles of servant leadership, this programme promises to deliver outstanding results for any company involved at forefront of the business.

This programme combines the best of research around the critical dimensions of service quality with a very practical, Customer Relationship Management strategy. 

The programme includes:

The Context and Challenges of Customer Service

The link between branding and service

Defining Customer Service and CRm

Service Quality Dimensions

The interplay between service, satisfaction and loyalty

The 4 key elements of Customer satisfaction

Service recovery

Measurement, Benchmarking & Feedback