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© 2010 BeSPOKE performance management Limited

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With the new OFWAT consumer measures fully reportable from April 2010, your front-line staff are the people to reduce unwanted contacts and written complaints.  As you are only as strong as your weakest link, those people wearing headsets and visiting in vans are the key to your success.  Minimising ‘failure demand’ can be lucrative – can you afford to miss out?

 

Who is it for?

 

As much of the success of your SIM scores depends on the capability of your customer service staff getting it right first time, this course is specifically designed for anyone who works directly with your customers e.g. contact centre staff, field representatives, credit controllers, team leaders and supervisors.

 

Course overview

 

  • SIM overview
  • Understanding what has changed in the measurement of service standards
  • Identify service breakdowns and their implications
  • Learn how to spot pre-emptive opportunities to help the customer
  • Building on the skills, knowledge and attitude required to achieve the measures
  • Work on a complaint case study to understand how to minimise service failures
  • Develop standards for continuous  improvement

 

With all your preparations for the SIM,
have you thought about your staff?

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Duration:   1 day

Cost:           £1,000
                   For up to 12 delegates

Ref:             AFTR/1

Call 01233 641146 or email us to discuss your requirements

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New training course!