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Managing Customer Service Excellence

This facilitated course will present the case for the value of customer service excellence within your organisation and offers practical tools to raise standards of service excellence. The course also provides an opportunity to benchmark your service using our customer experience diagnostic tool, enabling you to identify and prioritise your individual action areas.

Service excellence means much more than a helpful and positive front facing team. Your performance measures, service standards, customer metrics and customer focus all influence the customers’ perspective on your organisation. Service excellence as a cultural value can also bring internal benefits, improving team performance, reducing complaints and providing a more dynamic and fulfilling working environment. This course helps managers grow the toolkit to make service excellence part of their team ‘DNA’.

Target Audience:

This is for individuals who are new to managing customer service teams.

At the end of this course you will be able to:

identify your internal and external customers
effectively capture the voice of the customer
articulate your role in the provision of customer service
clarify customer requirements and expectations
rate your current performance against best practice
lead a motivated service excellence team
use goal setting and performance management to increase team commitment to service excellence
create internal service standards
contribute effectively to internal service excellence strategies.


  • Course content

    Service excellence self assessment.
    Understanding your customer journey.
    Defining what service excellence looks like.
    The value of service standards.
    How to capture the voice of the customer.
    Deliver excellence in customer relations.
    The opportunity to practise service excellence leadership.
    Designing employee engagement approaches that excite your team.

Duration: 1 day
Price: £795 + VAT

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