- Welcome and Introduction
- Roadmap to great Customer Service – Now – Where – How, Magic Wand, Pareto Analysis
- Who are our Customers and what are their needs? – Listening skills, 5 why’s
- Measuring and Monitoring Customer Service – Force Field, Designing surveys, Loyalty Ladder
- Handling complaints and difficult customers – 6 step process
- Developing your Customer Service One Page Plan
Duration: 4 Hours
Please contact Richard Miller or Sophie Essex-Masmoudi if you would like to attend this workshop.