Achieving Excellence
Course duration – 1 day
“Achieving strategic success through focused measurement and control.”
Business scenario
Excellence is often that indefinable characteristic that separates one organisation from another. It can make the difference between winning and losing a customer. This one day course is aimed at all members’ staff to assist them in identifying what excellence means to both them and their organisation. It will help them identify how they can add that differentiating factor and assist in moving forward.
Who will benefit?
Those wanting to further understand the essential elements of good customer service and the role they play in providing that service. Explore and practise techniques that will help manage customer expectations and build your professional confidence with customers.
Course objectives
By the end of the course, delegates will be able to:
- Identify what excellence means to them
- Identify how they can bring excellence into their role
- State how they can make a difference
- Create an action plan
Course content
- What is Excellence?
- Putting the customer first
- 5 Things that show excellence is a way of life
- Achieving that excellence
- Influencing the outcome
- Turning bad situation into good ones
- Starting from a 10
- Introducing the WOW factor
- Beyond the WOW
- Personal Action Plan
Course features
You will develop practical insights into the meaning of good customer care using discussion, exercises, and case studies and sharing past experiences.
