Telephone: 01382 453447
email: mail@ictwizard.com
Excellence in Service: Advanced
Training Course Outline
1-day course
Course contents
This course builds on the skills taught in the Excellence in Service: Basic course. In the Advanced course, students will learn how to determine what customers want, and evaluate the service provided. Students will also learn how to create, implement, and monitor service standards. Course activities also cover conducting interviews, training and empowering employees, and Recognising desirable behaviour. Finally students learn how to create a customer service climate and foster customer loyalty.
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Topics:
Service standards
Topic A: Fundamentals of service standards
Topic B: Monitoring service standards
Topic C: Management and service standards
Service teams
Topic A: Teams as a service solution
Topic B: Employee selection
Topic C: Team training and empowerment
Topic D: Motivation
Customer loyalty
Topic A: Understanding your customers
Topic B: Customer loyalty development
Topic C: Employee loyalty and influence
Topic D: Memorable service
email: training@ictwizard.com
telephone: 01382 453447
ICT Wizard Business and Professional Development courses:
- Instructors with relevant university degrees and business experience
- Courses on your site or at superb venues in:
- Aberdeen, Dundee, Glasgow, Edinburgh, London and throughout the UK
This Business and Professional Development Training course is delivered by an instructor who has extensive academic training and practical experience in this area. Academic: relevant areas of business and management studies, psychology, philosophy, politics and ICT through university degrees, postgraduate and undergraduate courses, business qualifications and certification. Practical: experience has included work in businesses from small to world-leading multinationals; board member of a business development organisation; economic development post; executive and non-executive director of a number of public and private sector companies.