....................................... Seminars/Webinar ....................................... Price: Webinar – FREE
Seminars - £49.00
....................................... Time:
9:30 13:00 ....................................... Duration:
3 ½ Hours ....................................... Quick
Code: CM SEM
INTRODUCTION TO THE NEW CUSTOMER SERVICE EXCELLENCE STANDARD
Outline An introduction seminar/webinar introducing the Government’s new Customer Service Excellence standard. The Standard was launched on the 10th March 2008 by Minister for Transformational Government Tom Watson. Customer Service Excellence outlines requirements on the key drivers of customer satisfaction, namely delivery, timeliness, staff professionalism and attitude, and information and access.
The seminar/webinar will start to explore the main requirements of the new standard and looks at how customer insight and segmentation is used to drive new service delivery and development. The seminar will be a half day event taking place at various locations within the UK whilst the FREE webinar will be a 60 minute forum taking place on the 19th June
Who should attend? The standard is aimed at those directly engaged in service design, management and front-line staff.
Seminar Agenda
09:30
Coffee
10:00
Session 1 - The New Standard in Concept
10:15
Session 2 - Criterion 1 in Detail
10:45
Session 3 - The Criteria
11:30
Session 4 - Applying for Certification
11:45
Question & Answer Session
12:00
Lunch
Webinar Agenda The one hour webinar will explore the background to the new standard as well as the key requirements of customer service excellence. Please click here to book onto the webinar.
Dates and Venues London 10th June Webinar 19th June Birmingham 2nd July Manchester 3rd July Edinburgh 9th July Bristol 14th July Belfast 16th July
CONTACT
SGS United Kingdom Ltd Training Services FREEPOST SCE7430 Camberley Surrey, GU15 3BR United Kingdom
