Excellent Customer Service providers, are not just "lucky with their people" they design, implement and deliver on their strategy. 

In this course participants will look at how those best practice service excellence providers develop their approaches and manage, monitor and continuously improve.

Using case studies and a series of quick exercises, the tutor demonstrates how to build the 'Excellent Operating Procedures' and will finish the session delivering a back to your business template, giving a step by step guide to transferring the knowledge to the workplace.

At the end of the course participants can expect to:

• Understand how to identify key contact points for their customers.
• Know what to put in place so the customers' experience are met and exceeded.
• Install a process, that encompasses a range of automatic actions, that will ensure a consistently excellent customer service delivery.
• Turn complaints into opportunities and customers into advocates for their business.