Would you value more insight into what drives customer satisfaction in your service? Are you looking for ways to learn from customer experience to develop a culture that puts customers at the heart of what you do?
Local Authorities are under more pressure than ever to be innovative and commercially capable. Building a culture of outstanding customer service is a hall mark of quality as well as being an important part of the commercial viability jigsaw. This training will explore ways in which you can build on your existing service culture, learn from dips in performance, and capitalize on a team effort. You will develop tools to demonstrate clear leadership which harnesses an appetite for customer-focussed improvement.
The training is designed to provide you with practical tools you can use to review your existing culture, policies, and procedures; you will explore tools to deliver services that increase customer satisfaction, involve and motivate staff, and continually improve and enhance your organisation’s reputation.
Delivered in APSE’s virtual classroom, over Microsoft Teams, the sessions are highly interactive. You will be encouraged to discuss the challenges you are currently facing, share and learn from good practice, and take advantage of networking opportunities with colleagues from other authorities.
By the end of the course you will be able to:
The course will be relevant to those involved in delivering frontline services including Directors, Area Managers, Customer Service Managers, Quality Managers, and Performance Managers.
This course is delivered over two morning sessions.
09:00 - 12:00
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