Good service
What good service means and the core values of customer-focused organisations.
All programmes
Customer Focus
The essentials of keeping customers happy, explored through sample cases and simulations.
- Duration
- 2 days
- Group
- Ideally 12, at most 15 participants
- Format
- In person, tailored to your organisation
- Category
- Sales and Customer Experience
Winning new customers costs more than keeping existing ones, and loyalty is getting harder to maintain. The programme examines the essentials of keeping customers happy through sample cases from Turkey and around the world, best-in-class practices and failed attempts. It is designed for front-line staff and the supervisors and managers who lead them.
Who it is for
- Front-line staff serving customers
- Supervisors, managers and prospective managers leading these teams
What it develops
- What good service means and the values of a customer-focused organisation
- Factors that stand in the way of quality service
- Dealing with customer problems and service failures
- What customers really buy
Programme content
Barriers to quality service
The factors that block quality service, and the role of people in making the difference.
Problems and service failures
Handling customer problems and service failures effectively.
What customers buy
What customers really buy, and the responsibilities of individuals and managers in customer service.
Planning a programme?
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