Better Customer Service

This workshop helps managers to identify points of service failure within their organisations, so that they can improve customer service for all client groups.

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Course Description

This workshop helps managers to identify points of service failure within their organisations, so that they can improve customer service for all client groups. Central to this task is the mapping of the customer journey for each product and service   offering.

The workshop focuses on three key topics:

  • How to map the customer journey and identify points of customer   contact
  • Practical tips for addressing customer complaints when service failures occur
  • How to design intuitive and practical Standard Operating Procedures for staff training purposes

About Instructor

Alice Quinlan

Alice Quinlan

Manager Mobile IT

PGCE (Post Graduate Certificate in Education) Graduate Diploma Advanced Materials BSc Applied Physics Alice has over 10 years’ experience as a trainer and has been the manager of Mobile IT for the past two years. During that time, she has been responsible for organising courses, curriculum design and recruiting and pre-screening for courses, running courses and ensuring sufficient support post course.

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