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Delivery Method

  • Books / Manuals
Customer service and the concept that 'the customer is king' have long been accepted by most successful enterprises. However this has not necessarily resulted in true customer-oriented organisations.

To become customer focused, enterprises of all types need to start with the needs of their customers and work backwards. By doing this, they can determine how to meet those needs in a way that will simultaneously exceed the customer’s expectations and be commercially viable.

This Skill Builder looks at how to build a customer focused culture in your enterprise. Among other things, this involves empowering customer-centric staff with flexibility and knowledge, and utilising supervisors as supportive coaches.

The Improving Customer Service Skill Builder covers:
1. Strategise - laying down service vision, mission and values
2. Survey - listening to opinions, preferences and complaints
3. Standardise - creating expectations for the customer service function
4. Skill - assigning responsibilities and developing competencies
5. Systemise - re-engineering and improving processes
6. Satisfy - realistically meeting expectations

What are Skill Builders?
These short, sharp and succinct resources provide best practice thinking on a range of key topics and are currently available in 40 titles. Skill Builders are 12 page black and white booklets printed on 140gsm paper and hole-punched for easy insertion into a 3-ring binder. They are designed to provide a practical method for improving skills and focus on explaining the main steps in the process. On the back page of each booklet, a template illustrates how the process fits together for practical and immediate application.

What can Skill Builders be used for?
  • Staff meetings or other group gatherings where time is limited and you want to discuss a specific skill or topic
  • Pre-course work (to provide a brief and practical introduction to a topic)
  • One-on-one or group coaching
  • Self development
  • Any other situation where a practical best practice process is required and time is limited.

     

    Product Cost

    $79.95 per book

    Domestic Postage Rates

    Total order value is $79.95 plus relevant postage value below:

    $1 - $200 = $9.50

    $201 - $499 = $13.50

    $500 - $999 = $17.50

    Over $1000 = free

    Standard delivery is via Express Post within 5 days of order, and priority shipment (within 24 hours, or end of next business day) incurs an additional $9.50 to each total for priority shipment.

    International Postage Rates

    Exact cost of shipment via air mail plus $10 handling. Customer can request quotes for alternative shipping method, including international courier such as FedEx, which we will happily provide.

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