This course is full of best practice tips and techniques that will enable your organisation to
develop a customer-centric customer service process at every touchpoint
Are you attracting customers or driving them away without knowing why? This course will help you
identify the answers to both questions
If you are a customer service manager or customer service process owner, then this course is for
It is a highly practical and interactive course designed to help you identify the customer
'touchpoints' in your own organisation that aren't working and can be improved. It will provide you
with a 'blueprint for success' to take back to the workplace
You will also take away a CD containing a Best Practice step-by-step guide for use with others
to analyse and improve your current approach to the customer 'touchpoint' management process
By the end of this course you will be able to
Analyse your customer service process from end to end.
Make a 360 map of your organisation's touchpoints.
Identify which customer 'touchpoints' are working and those that are not.
Identify what processes and touchpoints can be improved to add value to your customers'
Use a variety of techniques to develop a customer-focused culture.
Use a proven Best Practice approach making change happen when managing customer
To gain the maximum benefit from the course, you will be sent a questionnaire to complete which
asks you to consider current expectations and challenges that your customers face when doing
business with your organisation. It will also ask you to bring examples of any customer service
touchpoint metrics that you may have in order that these may be used in the practical sessions
If you need training for 3 or more people, you should ask us about onsite training. Putting
aside the obvious location benefit, content can be customised to better meet your
business objectives and more can be covered than in a public classroom. It's a cost effective option.
Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or
simply mention it when we contact you.