Leading customer service

This is an interactive workshop aimed at enabling leaders of teams in all types of customer-facing businesses to inspire their colleagues to take a more innovative, values-driven approach to creating an excellent customer experience. The commercial benefits for the business will be improved client retention and increased lifetime value in our increasingly competitive environment.

Because our focus will be on organisational culture and development, the workshop is just as suitable for leaders of ‘back-of-house’ teams as it is for those in the frontline.

The workshop is equally valuable to organisations in both B2C and B2B environments. Covering:

  • Creating a compelling customer service vision for your business / team
  • Your customer service ‘blueprint’ – thinking through every touch point that your customers have with your business
  • The importance of internal customer service in developing culture
  • Identifying points of competitive advantage
  • Strengths profiling
  • Gap analysis
  • Putting it all together – your own Customer Service Excellence Plan
  • Defining excellence – and rewarding the behaviours
  • Maintaining the momentum
  • Measuring success

Why attend?    

A culture of customer service excellence creates a strong competitive advantage and is essential for supporting and complementing the company’s sales, marketing, PR and business development activities. To grow any business it is essential to keep the customer proposition fresh, dynamic and ahead of the competition whilst still continuing to reflect the company’s core values.

Cost

The full cost of a one day workshop is just £195 per delegate.  We are offering a discounted rate of £125 for SME's.

A 20% discount is available for multiple bookings from the same company.

 
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Thursday 10th May

10am - 3.30pm

Heslington East Campus

Book Online here

For more information regarding discounts or to pay by invoice please contact cpd@york.ac.uk or 01904 435214/5213