Participants will be facilitated and motivated to explore the concept of customer in relation to private and public sector organisations. It will provide enhanced knowledge of the factors that could add value to services and products in order to increase the satisfaction of those that demand for services and products of an organisation. Participants will develop skills for taking common approach for assessing and responding to the needs of customers.
Who should attend?
Frontline staff, line managers, policy writers across public and private organisations and independent business owners
Content
Understanding organisation’s mission, vision and culture
Communicating effectively
Power and influence of the customer/client
Public confidence and customer loyalty
Service/product quality
Image and reputation
Managing complaints
Synergy and processes across hierarchies in customer
Concept and management of customer satisfaction
