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3 part DVD covering: a) Customer service excellence / standards / ownership b) Giving feedback / Taking responsibility c) Internal customer service / interpersonal skills / behaviour Learning Points: ?Excellence in customer service involves all of us and to understand how we can contribute and how we can all take ownership. ?Although there are operational factors - low staff levels, working under pressure - that might make things difficult, if we don't make the attempt to change we will continue at our existing service levels. ?Internal customer service excellence is as important as external customer service. What are the benefits? ?The DVD is produced specifically for the NHS so is highly relevant and makes the learning more specific and credible for the delegates, especially when legislation and charters are discussed. ?Increases understanding of what customer service excellence is, and how small changes can be made to achieve this. ?Brings standards and charter to reality for many employees who do not really understand what they are. ?Through an understanding of internal customer service the workforce can be brought together working towards common goals improving productivity and satisfaction at work.

3 part DVD covering: a) Customer service excellence / standards / ownership b) Giving feedback / Taking responsibility c) Internal customer service / interpersonal skills / behaviour Learning Points: ?Excellence in customer service involves all of us and to understand how we can contribute and how we can all take ownership. ?Although there are operational factors - low staff levels, working...

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