About This Training Course

This course will benefit anyone responsible for managing the delivery of customer service. This does not just mean 'Customer Service Supervisors', but also people in HR or IT, Legal or Finance, or any other 'support' function that has internal as well as external customers. Your organisation will benefit from shared understanding and skills, being able to apply a disciplined approach to understanding and improving service and satisfaction, and better internal cooperation and morale.

Subjects Covered

This workshop is very 'hands-on' and interactive. Participants will use various tools and techniques to understand their customers and how to deliver better service. We use relevant video clips and case studies, and involve the group in looking at their own organisational customer service system, approach, barriers and improvement actions. Everyone leaves the course with an action plan to improve something thatis within their control or influence.

Understand and apply a Quality Customer Service framework or model
Understand 'customer focus' and balancing customer and supplier needs
Using customer satisfaction measures and feedback to generate improvement.
Better understanding of barriers to customer service and potential actions
Familiarity with various tools and techniques to improve service and satisfaction

Other Information

VECCI TERMS AND CONDITIONS 2009
More than 14 calendar days prior to event start date a participant may
Substitute attendee
Transfer to a different course/event
Request a credit note for monies paid
Apply for a refund of monies paid ($27.50 fee applies for cheque refunds)
14 – 8 calendar days prior to event start date a participant may
Substitute attendee
Transfer to a different course/event
Request a credit note be raised for monies paid (less $50 cancellation fee)
7 calendar days or less prior to event start date a participant may
Substitute attendee
Payment must accompany the registration form.
VECCI reserves the right to cancel or postpone a course/event to an alternative date. All
registered participants will be offered the opportunity to transfer to the next available course/ event, or elect to receive a full credit or refund for monies paid.