Introduction
Three out of every four customers who decide to change their supplier do so not out of dissatisfaction with the product, but because levels of customer service do not meet their expectations. In order to deliver service to match customer expectations, the supplier needs:

To ensure customers' expectations are clearly defined
To encourage the customer to make available information, resource or time frames which will enable the supplier to deliver
To supply efficiently and professionally the service the customer requires and is paying for

Learning Outcomes
On successful completion of this programme, participants will be able to:

• Identify the impact and importance of effective Customer Service
• Define, describe and specify the detail of effective Customer Service in their own business that will meet customers' expectations
• Set customer service standards
• Identify models of excellence in Customer Service provision
• Identify service gaps where the actual service level is falling short of customer expectations
• Develop a plan for attaining and maintaining high levels of Customer Service in their business

Programme Content
The programme covers the definition of the Customer; the customer's definition of service; setting standards; the outcomes of delivering service that does not meet expectations; the Customer Service chain; Moments of Truth; responsibilities for customer service; recognising, rewarding and acknowledging excellent service. Finally, participants will devise a plan for increasing and maintaining high levels of Customer Service (external and internal) throughout their business.

	Call us now on 0845 658 0654   or: step 1: Let us know your area of interest Choose a Course... Budgets Cashflow & Working Capital Management Commercial Awareness Consultancy Skills for Professional Advisors Continuous Improvement Customer Service 1 Customer Service 2 Finance for Non-Financial Managers Knowledge Management Marketing Principles Media - negotiating the minefield Problem Solving Project Management 1 - Essential Skills Project Management 2 – People Skills Project Management 3 - Analytical Tools Project Management 4 - Sponsoring Projects Strategic Objective Setting Writing Skills for Business Other step 2: Your contact details and enquiry name     *   work phone     * email      * ENQUIRY Mandatory Fields *

John Seymour Associates
Newminster House
27 – 29 Baldwin Street
Bristol
BS1 1LT