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Communication Skills

Managing Customer Service Excellence

1 day

This workshop is aimed at Managers who are responsible for defining, modelling and measuring the delivery of service within their department. With a clear reference to Cardiff University's Professional Services Management Framework  this full day workshop provides an opportunity to explore:

  • The key principles of excellent service and how they relate to your department
  • How to define customer expectations and measure customer service
  • Identifying and minimising the gaps between service expectation and reality
  • Role modelling great service and engaging others to create a great service culture
  • How to manage and measure service improvements
  • Action Planning to address these gaps

5 March 2015

09:30 - 16:30

11th Floor, McKenzie House, 30 - 36 Newport Road, Cardiff, CF24 0DE