In this section we will explore what the purpose of your business is and what brand promise means. We will also outline the importance of presentation looking at dress code and professional language.

The topics covered in this program are as follows:

1 Understanding your Organisation and knowing your customers
2 Complaints Procedure
3 Customer Relationship Management
4 Who do you think is your primary customer?
5 So who are external customers?
6 Why external customers are important?
7 The importance of the workplace experience
8 So, what is the purpose of customer service?
9 Disability Discrimination Act
10 Sex Discrimination Act and Race Relations Act
11 The Equality Act 2010
12 So, what are customer priorities?
13 How does the standard of customer service affect your organisation?
14 Meeting Expectations
15 Balancing the organisation and customer needs
16 Dress Code and Professional Language
17 Is the dress code for a reason?
18 Customers expect high standards of service and top class experiences with a company, every time and through every touch point.
19 So, what sort of language conveys positivity in the relationship between service provider and customer?
20 Key Performance Indicators and Goal Settings