Training course details – Welcome Management

Welcome Management is for senior managers and proprietors. It helps participants to develop an effective customer service strategy, design and implement systems that focus on meeting customer needs and benchmark their service against their competitors.

You will look at how to:

review the quality of your current customer service
set objectives and establish a strategy to meet them
build customer relationships
monitor and evaluate progress
plan and implement improvements

This training course is designed to equip managers and business proprietors with everything they need to develop an effective customer service strategy for their business.

Combining inspirational presentation with interactive sessions where delegates share ideas and create individual action plans, this one-day course is a must.

Welcome Management covers:

1. Introduction
Overview of the course
Your personal objectives

2. Analyse your business situation
The four dimensions of service excellence
The five stages in developing a customer service strategy
Set your business goals
The external environment
Know your customer groups
Exceed customer expectations
The importance of reputation
Internal features of your business
How to use a SWOT analysis

3. Set your objectives
Matching the product to the market
Critical success factors

4. Towards a customer service strategy
Systems and strategy
Service recovery
Empower your people
Build long term customer relationships
Reward and recognition

5. Monitor and evaluate progress
How to measure service quality
Benchmarking

6. Take it from here
Profit maximisation
Action plan for your own business
Service Excellence Toolkit

7. Links to NVQ4 Customer Service Management

8. Links to further study

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