Managing Customer Service

Is the customer King for your organisation? How do you manage the challenges associated with driving increased customer focus and ultimately service?

For managers who are challenged by driving up levels of customer service.

The legal rights of customers (law of contract, sale of goods and services, trade descriptions, etc)
Organisational commitments to customers (contract terms, warranties and guarantees, service standards, etc)
Methods of identifying customer requirements and expectations
Standards and benchmarks
Manager’s responsibilities and authority in relation to customer service
How to identify the internal customer chain, external customers, and potential customers
Techniques for identifying customer needs
Methods of establishing relevant customer care standards and procedures
Use of appropriate planning and quality systems to monitor and fulfil customer care standards
Methods to establish and maintain effective relationships with customers at all stages