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Customer Excellence for Finance Staff

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 Excellence for Finance Staff course is available throughout the UK.

CPD Value 5.5 Hours

Select specific date to see price, venue and full details.

Learning Objectives

  • 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 Content

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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