This workshop provides non-profit staff and volunteers with the tools and insights necessary to map the customer journey from initial query through to service delivery and follow-up. It is designed for organisations such as social enterprises or those running work placement schemes who need to provide a professional consistent standard of service delivery to clients and beneficiaries.

By the end of the workshop  participants will:

• Explain the principles and features of good customer service

• Explain how to map the customer journey and identify points of customer   contact

• Understand how address customer concerns and complaints when service failures occur

• Understand how to design practical Standard Operating Procedures for staff training purposes

• Identify ways to motivate all staff and associates to ensure a culture of good customer service prevails in an organisation