Communicating policy to customers means taking often difficult to understand directives, processes and procedures, and transforming them into easily understood, user-friendly information. Customers will be satisfied when they know the benefits of these policies. Satisfied customers who enjoy a proactive service, are most likely to return and be good advocates for the company.
Who should attend?
Those involved in customer service in both the private and public sectors.
- Policy can be more easily understood and accepted
- Government and business have a greater chance of maintaining good customer relations
- Accurate information is efficiently and effectively communicated
- Understand how to summarise the essential points in their own policies
- Use plain English to produce clear and concise explanations that are positive and forward-focused
- Maintain good customer relations by offering clearly explained benefits and options
Examine Your Policies
• Identifying customer needs
• Focusing on the right policies
• Identifying how current policies work together
Know Your Policies
• Identifying the purpose of policies
• Relating policies to customer needs
• Reviewing how user-friendly policies are
Communicate Your Policies
• Explaining policies in a customer-centric way
• Writing in a simple and concise way
• Adopting a customer-focused tone
• Writing action-oriented phrases
• Using positive language
• Communicating policies in emails to customers
|Public Training Dates 2016|
|September 7||November 16|
|Public Training Dates 2017|
|January 25||March 22|
Length: 1 day, 9.00 a.m. to 5.00 p.m.
Maximum group size: 16
Course Fees: $636.65 (including GST)