This course will enable participants to understand who their customers are and what they require us to do in order to improve and deliver customer excellence.
This Customer Excellence for Finance Staff course is available throughout the UK.
A greater understanding of the customers needs and how they rate customer excellence
Understand why customers complain especially when there is a financial implication and how to put things right
A greater understanding of the basic financial acts that govern what we do
How to measure and track customer excellence
09:30 – 09:45 Coffee & Course Objectives
09:45 – 10:30 Customer Excellence
(What does it mean to you? Why should we bother? The good v the bad)
10:30 – 11:00 Benefits of Delivering Customer Excellence
11:00 – 11:15 Coffee break
11:15 – 12:00 Know your Customers
12:00 – 12:45 Developing Customer Excellence (Customer expectations, service evaluation)
12:45 – 13:45 Lunch break
13:45 – 14:45 Customer Complaints (Why customers complain, dealing with difficult customers, benefits of complaints)
14:45 – 15:30 Act Upon It! (Understanding some of the financial acts that govern what we do)
15:30 – 15:45 Coffee Break
15.45 – 16:30 Have we got it right?