COURSE OBJECTIVES

Lead a Customer Focussed Organisation programme addresses the fundamental requirements of an organisational management role in order to achieve service excellence.

This module trains participants to lead the development and communication of a customer focussed vision, mission and values by creating a culture of regular evaluation and improvement at the organisational and personal level.

Upon completion of this unit, the learner will have the knowledge and skills to lead a customer focussed organisation. This includes:

• Develop a customer focussed strategy.
• Communicate the organisation's customer service objectives, values and standards to stakeholders.
• Translate customer focussed values into desired behaviours.
• Demonstrate and reinforce commitment to customers.
• Evaluate and improve personal customer focussed leadership.
  

Before starting this module, we assume that the learners already:

• Have skills and knowledge relating to the supervision of staff providing customer service in a customer service focused organisation.
• Have working knowledge of business systems and technology in a customer service oriented organisation.
• Understand the organisation's current business direction.
• Know how to access and implement existing organisational key policies and procedures; within limits of authority; and
• Know the organisation's current product and service range.
  

This programme is specially designed for:

• Managerial staff from various service industry sectors

This module is of particular relevance to the:

• Retail;
• Personal Transport Services;
• Tourism, Hotel and Accommodation Services; and Food and Beverage industries
  

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