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
  • The problem
  • I'm a customer
  • Focus on the customer
  • Share decisions
  • Measure performance
  • Summary

Stuck on quality

£ 649 + VAT