Outcomes:

• Define your customers;
• Understand the need for a Service Culture;
• Define Service Standards;
• Understand the principles in achieving and maintaining customer service;
• Understand what is meant by a supply chain;
• Understand and apply the steps in developing a customer satisfaction measurement system;
• Define the requirements for measuring Customer Satisfaction; and
• Recommend corrective action.

What you will learn:

• What is a Customer?
• Defining Customer Service
• Managing Customer Service
• Customer Service Standards
• Measuring Customer Satisfaction
• Customer Service Measurement System
• The Customer Satisfaction Survey

Target Audience:

• Anyone with the aspiration to become a leader and would like exposure to controlling as a management function.
• A mid-level manager, operating within a business, needing to further develop their controlling knowledge and skills.