|
description
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A
one or two day workshop focused on improving internal customer
relationships to improve the service given to the external
customer. This is great for sales office team building and corporate
team building. The workshop demonstrates the need for team working
and keeping the focus on both internal and external customer
requirements. It is designed to provoke and stimulate fresh
thinking on accepted work practice, to identify practical ideas
to be applied immediately in the workplace. |
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who
should
attend |
People of all levels from related departments.
Any organisation that realises the importance of customer
contact and is seeking to perform more professionally to achieve
outstanding success. |
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features
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The Customer Focus
Providing customer care.
What we mean by ‘customer care’ and the golden rules.
The ten commandments of ‘customer care’· Customer expectations –
how to exceed them.
Customer Focus
Exercise
This workshop has a two-part practical
exercise, It focuses on teamwork, communication, and the customer
relationship. It shows how easily these things can break down. We
hardly need to say anything. The delegates discover for themselves
where there is room for improvement.
Processes and the Internal Customer Supply Chain
What is a process?
Process owners
Process identification
How what we do affects the overall success of the company
Delighting our ultimate customer
Team work and the internal customer.
Identifying Opportunities to Improve our Service
Brainstorming how we can improve our service to our internal
customers, to improve the overall care provided to the external
customer.
Agreeing requirements between departments. Owning and action
planning identified improvements. |
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format
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Tutorial
presentation of ideas and concepts with delegate participation
encouraged, to identify where the concepts can best be applied
in the workplace to improve results.
Team working and customer care practical exercises to demonstrate
the need for team working, using people to their strengths,
and keeping the focus on customer requirements. |
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benefits |
Improved
business results through more professional contact with customers
Increased delegates' confidence in their own ability
Increased understanding of the importance of the internal customer
chain
Company perceived as being more caring, reliable and professional
by its customers. |
