Customer Service Excellence : Training Manual (2 Rev ed)

This training manual explains a systematic approach to achieving customer service excellence and how to ensure continuous improvement is integral to this. Organizations can no longer assume that their customers are satisfied and that they will keep coming back, day after day.

In today's competitive markets a more rigorous approach to managing the relationship an organization has with its customers is necessary to ensure survival.

By adopting a systematic approach, it is more likely that an organization will be able to identify the factors that will lead to satisfied customers and develop a competitive edge.

This text sets out to explain the key steps of the "Customer Satisfaction Cycle" and what must be done in each step.

The checklists and examples are intended to provide practical guidance on "do's and don'ts" for anyone charged with improving customer service.

The manual is also designed as a resource pack for managers, trainers and improvement facilitators, enabling them to develop the actions necessary for customer services excellence.

It contains six modules, each of which explains the whys, whats and hows of the topic. The "Session Plans" at the end of each section enable training workshops to be run by competent trainers and facilitators.

A full set of 50 OHP slides (paper masters) to support the modules is also included.