ETI has been presenting customer service programmes for the past fifteen years. Our clients include financial services groups, oil companies, public utilities and small businesses.
We define customer service as the delivery of cost-effective excellence to customers, be they individuals, corporate entities, or departments (and therefore internal customers) within the same organisation.
We emphasise cost-benefit factors, for customer care which disregards long-term profitability is unsustainable and therefore counter-productive. Our programmes have been used in all industrial sectors.
Our training is integrated with the client’s corporate culture and mission statement.We differentiate between customer care and total quality programmes in terms of the management emphasis.
Our customer care initiatives focus on the tactical, and behavioural aspects of delivering excellence.
Our total quality programmes develop the management competencies necessary to drive the corporate changes which a commitment to excellence demands.
The course will enable participants to:
- Identify barriers to excellence in their department/organisation
- Define excellent service in terms of their own work/that of their department
- Identify their internal customers and develop service objectives
- Improve their interpersonal skills
- Use problem-solving techniques
- Improve their presentation skills
- Identify the needs of their external customers and develop service objectives