Duration
4 Days
Overview
This course looks at the impact of customer service on the financial bottom-line and how it fits with an organization’s overall strategy. It provides the rationale for leaders to invest time, energy and resources in achieving customer service excellence and participants will learn how customer service is the foundation of sustainable competitive advantage. The module links customer service to shareholder value, branding and culture and sets it within the context of marketing in its widest sense.
The course also emphasizes the role leaders and managers have in translating customer focus strategy into practical action through processes, scorecards and people leadership.