Managing customers

Seven steps to quality service

Step four - improving our procedures

By David Illingworth

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Synopsis

Step four in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our procedures’, leads to practical action plans for making a difference. Step four contains a leader’s guide and a participant’s workbook.

How to …

How to identify the ‘Moments of Truth’ for customers

How to change your procedures in order to improve the ‘Moments of Truth’

How to identify your people skills and improve them

David Illingworth

David has been encouraging and helping people for 30 years both as a line manager and as an international consultant to organizations across many cultures. He has a real passion for helping people and works extensively with helping young people to achieve their potential. Apart from his consultancy and business writing, he holds a number of Directorships in various businesses, including several e-businesses..

‘Seven steps to quality service’ is based on an original idea by Mike Pegg and his original works are used here with his permission. I gratefully acknowledge the encouragement and support that Mike has provided over the years.

The goals

The goals of this session are to provide you and your staff with a framework and practical tools that you can use:

• To identify the customers’ journey when they do business with your organization
• To improve the procedures to give even better service to customers.
• To improve the internal procedures to enable the staff to give even better service to customers.

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Managing Yourself - Managing People - Managing Change Managing Projects - Managing Information - Managing strategy - Managing e-Business - Managing Customers - Managing Money - Managing Personnel