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Outline
An introduction seminar introducing the Government’s new Customer Service Excellence standard. The Standard was launched on the 10th March 2008 by Minister for Transformational Government Tom Watson. Customer Service Excellence outlines requirements on the key drivers of customer satisfaction, namely delivery, timeliness, staff professionalism and attitude, and information and access.
The seminar will start to explore the main requirements of the new standard and looks at how customer insight and segmentation is used to drive new service delivery and development.
Who should attend?
The standard is aimed at those directly engaged in service design, management and front-line staff.
Agenda
| 09:00 |
Registration/Coffee |
| 09:30 |
Session 1 - The New Standard in Concept |
| 09:45 |
Session 2 - Criterion 1 in Detail |
| 10:30 |
Coffee |
| 10:45 |
Session 3 - The Criteria |
| 12:00 |
Session 4 - Applying for Certification |
| 12:30 |
Question & Answer Session |
| 12:45 |
Lunch & Networking |
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