EEF West Midlands
With over 1200 companies in membership the Engineering Employers Federation West Midlands are the largest employers’ association in the region for engineering, manufacturing and technology-based industries. They support and advise member organisations on all aspects of human resource management and health, safety and environment issues. Regionally and nationally they also represent member interests to those determining the economic and social conditions in which business operates.
Need
The EEF wanted to build skills and confidence across the whole organisation when dealing with customers. They wanted a uniform approach to customer care and service, based on current best practice and to re-enforce a service culture. In addition, they wanted to understand and improve relationships with customers, either internal or external to the business.
Solution
- Define customer care
- Explain the implications of customer perceptions/Impressions
- Describe what customers want
- Identify internal and external customers needs
- Establish and manage effective relationships with your customers
The course content that is covered is as follows:
- Memorable Customer Experiences
- Customer Service
- Customer Report Card
- Human/Business Model
- Communication Process
- Generous Listening
- Customer Behaviour
- SDI – Strength Deployment Inventory
Results
"Very informative and excellently presented. It really made me appreciate my responsibilities to my internal customers. It’s amazing how quickly red, blue and green have entered the everyday vocabulary of the organisation. Thank you!"