Understanding Customer Service Standards and Requirements

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Understanding Customer Service Standards and Requirements

15th March 2019 @ 9:30 am - 4:30 pm

Overview

A one-day course during which you will gain an understanding of the legal and organisation requirements for managing customer service, customer services standards and how to monitor customer service performance.

 

What the course will cover

  • Legal rights of customers and the organisation’s commitments to customers
  • The internal customer chain, external customers and potential customers
  • A manager’s responsibilities in relation to customer service

 

What you will learn      

  • Gain an understanding of the law of contract, sale of goods and services and trade descriptions
  • Gain an understanding of contract terms, warranties, guarantees and service standards
  • Know the differences between internal and external customers
  • Learn methods and techniques for identifying customer requirement and expectations
  • Learn ways of establishing customer care standards and procedures
  • Learn how to establish and maintain effective relationships with customers at all stages

 

Who should attend

  • New and aspiring managers
  • Managers who already have some management responsibilities but no or little formal training
  • Managers who wish to develop as a leader

 

What’s included

  • Course Workbook
  • Lunch and Refreshments
  • Certificate of Achievement

 

Course Fee: £299 + VAT per delegate. Book online here.

 

Alternatively, book 5 or more delegates on to the same course, at the same time, and receive a 20% discount.

 

All booking are subject to our terms and conditions.

Details

Date:
15th March 2019
Time:
9:30 am - 4:30 pm
Event Categories:
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Venue

Kuits Solictors
Blackfriars House, Parsonage
Manchester, M3 2JA
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