Customer Excellence for Finance Staff
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Customer Excellence for Finance Staff

Training Description
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.

This customer care training course is available throughout the UK.

CPD Value 5.5 Hours

CPD = Continuous Professional Development (All PTP courses are approved for CPD by the Law Society and meet the standards expected of all professional bodies).

The Course Suits
Anyone working in a customer service role within a finance or collections environment.

Training Benefits
- 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 Timetable
09:30 - 09:45 Coffee & Course Objectives

09:45 - 10:30 Customer Excellence

(What does it mean to you? Why should we bother? The good v the bad)

10:30 - 11:00 Benefits of Delivering Customer Excellence



11:00 - 11:15 Coffee break



11:15 - 12:00 Know your Customers



12:00 - 12:45 Developing Customer Excellence
(Customer expectations, service evaluation)

12:45 - 13:45 Lunch break



13:45 - 14:45 Customer Complaints
(Why customers complain, dealing with difficult customers, benefits of complaints)



14:45 - 15:30 Act Upon It!
(Understanding some of the financial acts that govern what we do)

15:30 - 15:45 Coffee Break



15.45 - 16:30 Have we got it right?

16:30 - 16:45 Summary & Action Plans Agreed


 
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Key Details
Duration1 day
 
£425
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).