Sector Training Activities

Customer Focused Organisations

As the landscape of our sector is changing, how you interact with those receiving your services is facing dramatic changes.  Your clients can now be viewed as customers who can pick and choose where they go to receive the services they want.  This requires a particular perspective and skills set to ensure you position your organisation in the best possible manner in this new commercial driven market place.  This workshop will cover the following topics: 

1. Identifying and understanding your customers
2. Addressing customer needs (internal and external)
3. Managing the delivery of quality products and services
4. Excellence in the customer service experience
5. Customer service  – engaging in discussions on global best practice

In particular we will address the following questions: 

• How do I plan to meet my customers’ needs?
• How do I ensure I meet the quality standards for product and service delivery?
• How do I ensure my team meets quality standards when serving customers?
• How do I monitor customer service standards?
• How can I make improvements to our customer service and product delivery?

The content of this workshop is aimed at those operating at the manager’s level, those who can link customers to the organisational strategy and are involved in creating a plan for the delivery of customer service.  

Who should attend

Board Members, CEO’s and Senior Management