The
Customer Service skill set is not about an
adaptation of a “Smile” programme. Instead,
these skills are used to create competitive
advantage by adding value. Helping to engage
your people in taking all the benefits from
engaging your customers in the everyday work
processes is the theme of this cluster.
Any customer will assess you on how easy you are
to do business with. TMI's long held belief is
that this is what will be experienced at
critical touchpoints within organisations. These
'moments of truth' will let your customer know
whether you are serious about them. It will be
the attitudes, experience and skills of your
people that will reflect and demonstrate the
business's core values on customer
service...both good and bad!
This Cluster has been designed with a view to
providing skills and key concepts around
Customer Service.
TAKE90's that you will see come to this Cluster
are:
 | My internal service chain
| The Customer journey
| Service in a virtual environment
| Telephone techniques
and more...
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