Customer Excellence for Finance Staff
Course Code: MPDCEFS
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
This course will enable participants to understand who their customers are and what they require us to do in order to improve and deliver customer excellence.
Prerequisites
Anyone working in a customer service role within a finance or collections environment.
Delegates will learn how to
- A greater understanding of the customers needs and how they rate customer excellence
- Understand why customers complain especially when there is a financial implication and how to put things right
- A greater understanding of the basic financial acts that govern what we do
- How to measure and track customer excellence
Course Outline
- Customer Excellence (What does it mean to you? Why should we bother? The good v the bad)
- Benefits of Delivering Customer Excellence
- Know your Customers
- Developing Customer Excellence (Customer expectations, service evaluation)
- Customer Complaints (Why customers complain, dealing with difficult customers, benefits of complaints)
- Act Upon It! (Understanding some of the financial acts that govern what we do)
- Have we got it right?
- Summary & Action Plans Agreed