Every single day, organisations interact with their customers at many different levels. The ability of staff members to fully comprehend the different elements that make up the 'customer service' experience is vital if those interactions are to have a consistently positive outcome.

This Customer Service Excellence training course is designed for:

• Anyone who engages with customers, be they internal or external
• Particularly effective for attendees who want to eliminate customer complaints and exceed customers' expectations
• Attendees that want to understand the customer journey within their organisation and identify tangible actions that work

Topics Covered:

• Setting the scene – Establishing what a project is, what makes projects successful and what makes them fail. Also determines the role of the project manager.
• Project People – Describes the various roles of a project team
• Phase 1 – Project Start-up – Uses the Project start-up form to gather all the necessary information and approval for starting a project.
• Phase 2 – Initiate – Using scenarios, introduces the processes associated with initiating a project: Milestone plan, Stakeholder Analysis form, Critical Path Analysis, Risk log.
• Phase 3 – Deploy – The Status Report is used to capture information based on a scenario along with the Issue Log and Change Request form.
• Phase 4 – Handover and project closure – Describes what the end user needs to know when the project is handed over and what should be included in a project closure form.
• Phase 5 – Evaluation and PIR – Provides examples of what should be included in project evaluation and Post Implementation Review

Who should attend this course?

The course is suitable for anyone that works in or wants to work in a project management role.

It will provide the perfect foundation for new managers to develop and grow, while giving existing managers the chance to review their current skills and build on their performance.

Objectives:

At the end of this project management training course, participants will be able to:

• Describe the importance of effective project management
• Explain the role of a project manager
• Explain how to initiate, deploy and close a project
• Describe how to use a toolkit of project management tools and techniques

Delivered by an experienced trainer, with senior management and leadership experience, this training course is recognised as counting towards Continuous Professional Development (CPD) targets of many professional bodies (8 hours).