Beyond Customer Service

Course Overview

Few capabilities pay back faster than Beyond Customer Service done well. In 5 days of structured sessions, delegates test the tools against cases from their own industries and leave nothing untried. The final afternoon is spent turning the week's material into each delegate's own 90-day plan.

What You Will Achieve

• Explain the core principles and current good practice in Beyond Customer Service
• Apply practical tools and techniques for Beyond Customer Service in your own organisation
• Analyse real-world scenarios and select the right approach with confidence
• Avoid the common pitfalls that undermine Beyond Customer Service in practice
• Build a personal action plan to implement what you have learned

Who Should Attend

Directors, senior managers, heads of department, team leaders and high-potential professionals preparing for greater leadership responsibility.

Course Outline

1. 01Setting the scene: Beyond Customer Service in today's organisation
2. 02Key concepts and the language of Beyond Customer Service
3. 03Frameworks and good practice that deliver results
4. 04Hands-on application: workshop exercises and cases
5. 05Problem-solving clinic: participants' real challenges
6. 06Integrating Beyond Customer Service with day-to-day operations
7. 07Reporting, metrics and demonstrating value
8. 08Action planning: your first 90 days after the course