Stuck on quality
Course
Distance
£ 649
+ VAT
Description
-
Type
Course
-
Methodology
Distance Learning
To create an atmosphere in which everyone can make decisions that will benefit the customer.
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Course programme
The aim
To create an atmosphere in which everyone can make decisions that will benefit the customer.
About the programme
In this humorous drama, a company's major customer arrives for a show-down meeting to announce that she will be taking her business away from the company. During the meeting she points out how empowering staff to use their own discretion when making decisions enables them to provide better all-round customer satisfaction.
Measuring performance from the customer's perspective helps reveal where quality has suffered and prevent the same mistakes happening again. The programme shows that the objectives should always be to replace the chain of command with a 'chain of confidence'.
The key outcomes
-Managers will learn that quality is a key component of customer service
-Knowing how to empower people at all levels and back their decisions will improve customer service
-Demonstrating confidence in staff will improve staff motivation, productivity and performance
Programme includes:
DVD (25 mins)
Course leaders guide
Information:
A Video Arts production in association with NCR, featuring Geoffrey Palmer, Jennifer Saunders and Gwen Taylor. Release date: 1991
Learning-chapters
To create an atmosphere in which everyone can make decisions that will benefit the customer.
About the programme
In this humorous drama, a company's major customer arrives for a show-down meeting to announce that she will be taking her business away from the company. During the meeting she points out how empowering staff to use their own discretion when making decisions enables them to provide better all-round customer satisfaction.
Measuring performance from the customer's perspective helps reveal where quality has suffered and prevent the same mistakes happening again. The programme shows that the objectives should always be to replace the chain of command with a 'chain of confidence'.
The key outcomes
-Managers will learn that quality is a key component of customer service
-Knowing how to empower people at all levels and back their decisions will improve customer service
-Demonstrating confidence in staff will improve staff motivation, productivity and performance
Programme includes:
DVD (25 mins)
Course leaders guide
Information:
A Video Arts production in association with NCR, featuring Geoffrey Palmer, Jennifer Saunders and Gwen Taylor. Release date: 1991
Learning-chapters
- The problem
- I'm a customer
- Focus on the customer
- Share decisions
- Measure performance
- Summary
Stuck on quality
£ 649
+ VAT