Courses and resources

Who is it for?

Anyone with responsibility for defining and managing the delivery of services who wishes to better understand the principles of customer service and how to measure and improve service quality.

What is it about?

This interactive workshop examines the world of customer service and its relevance today in the University.

You will get a chance to undertake your own ?mystery shop? and to explore how and why we measure customer satisfaction.

Along the way you will also look at the impact of modern technology (including social media), theoretical models, how we set customer expectations and what you think is important.

Finally, we will explore what makes customer service excellent and what you can do about it.

What will I get out of it?

By the end of the workshop you should have a better understanding of the general principles of managing customer service that will include: examination of your customers as stakeholders, their expectations and how you can minimise the gap between these expectations and the reality of the services you deliver.

You will also have a better understanding of the underlying empirical models of service delivery and the principles of measuring customer satisfaction.

This will help you choose how you go about measuring and improving the quality of your service.

Lastly you will gain insight into how you can make, or continue to make, your service excellent.

Course overview:

Underlying principles affecting customer service delivery including.

a) The legal aspects of service delivery in the context of your service.

b) Organisational commitments to customers.

c) How to identify your internal customer chain, external customers, and potential customers.

Managers? responsibilities and authority in relation to customer service.

Relevant models of customer service delivery including The Service Quality Construct and its application in a service environment.

d) Methods of identifying customer expectations, needs and requirements.

e) The relationship of customer expectations to service reality and how we might address gaps between the two.

f) Methods to establish and maintain effective relationships with customers at all stages.

Quality in customer service provision.

g) How to measure customer satisfaction and how to use this information to improve service quality.

h) Transforming good service into excellent service.

i) Maintaining excellent standards.

Is there anything I need to do before attending?

Yes.

Delegates will be invited to undertake a mystery shop using a form provided and to bring the results along to the workshop.

You may also like:

There are a number of good resources on You e-Develop.

These can be found under customer focus in the tab support for competencies.

Do I get a qualification?

Yes, if you register for unit accreditation or take this module as part of the ILM Level 3 Award or Certificate in Leadership and Management .

Assessment:

Written assessment.

Previous attendees said:

- I have a better understanding now of why we do customer surveys.

- It is reassuring to know that there are some founding principles that govern service delivery and that it is not just us floundering in the dark hoping to get it right somehow!.

- Although I think we already give great service, it is clear from Clive's course that we are not really consistent enough in our approaches to things like building relationships or knowing what our customers expect from us.

Training provider: The course is administered by Staff Learning & Development, please contact sld@exeter.ac.uk for enquiries.