Course Details
Managing Quality Customer Service (DFM)
22 Oct 2013
Professional Development
Sales
New Zealand Institute of Management
This course is only offered in Auckland
Full Day
$875.00
Member rate: $700.00
Member rate: $700.00
"Many a small thing has been made large by the right kind of advertising." Mark Twain
This short one day programme describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. Managers who are involved in ensuring that products and services are delivered and maintained to standards agreed by the organisation.
Managing Quality Customer Service is a module of the NZIM Diploma in Frontline Management - Level 5 and if chosen to be completed as part of this, you can continue on your professional development journey to formal and professional academic recognition.
Learning Outcomes
On successful completion of this programme, it is expected you will have the tools to be able to;
•Plan to meet internal and external customer requirements
•Ensure quality focused delivery of products and/or services
•Monitor, adjust and review customer service
•Establish quality-focused relationships with your customers
•Evaluate your own performance as a supplier
Tony Brindle
Tony Brindle
As a management-training consultant Tony has over thirty years of international experience working with clients in a variety of commercial, industrial and government organisations. This has included financial services, engineering, telecommunications, pharmaceuticals, retail, manufacturing and partnerships with several leading business schools across Europe (I.M.D, INSEAD).
Over the last fourteen years, from a base in Wellington, Tony has developed relationships with senior teams from across the business sectors applying a range of tools and techniques, combined with high level facilitation skills, to achieve the results demanded by each organisation.
The tools used include Coaching Skills, Lominger Leadership and Team Architect Suite, Outdoor Management Development (OMD), MBTI®, Strength Deployment Inventory (SDI), Tetramap, Team Management Index and Profile (TMP) and 360 degree feedback using Lominger Voices Report and Team Management Services (TMS). These development programmes have been delivered in NZ, Australia, Japan, Hong Kong, Singapore, Thailand and the UK.
His range of programmes includes:
•
Coaching Skills for Managers
•
Leadership
•
Team-Working Skills
•
Developing Business Relationships
•
Interpersonal Communication and Negotiation Skills
•
Graduate Development
•
Diploma in Frontline Management
•
Outdoor Management Development
Tony has a background in Engineering, is an International Mountain Guide (UIAGM) and still pursues his own goals and aspirations with the same passion and drive that he applies to his current role.
Tony Brindle
As a management-training consultant Tony has over thirty years of international experience working with clients in a variety of commercial, industrial and government organisations. This has included financial services, engineering, telecommunications, pharmaceuticals, retail, manufacturing and partnerships with several leading business schools across Europe (I.M.D, INSEAD).
Over the last fourteen years, from a base in Wellington, Tony has developed relationships with senior teams from across the business sectors applying a range of tools and techniques, combined with high level facilitation skills, to achieve the results demanded by each organisation.
The tools used include Coaching Skills, Lominger Leadership and Team Architect Suite, Outdoor Management Development (OMD), MBTI®, Strength Deployment Inventory (SDI), Tetramap, Team Management Index and Profile (TMP) and 360 degree feedback using Lominger Voices Report and Team Management Services (TMS). These development programmes have been delivered in NZ, Australia, Japan, Hong Kong, Singapore, Thailand and the UK.
His range of programmes includes:
•
Coaching Skills for Managers
•
Leadership
•
Team-Working Skills
•
Developing Business Relationships
•
Interpersonal Communication and Negotiation Skills
•
Graduate Development
•
Diploma in Frontline Management
•
Outdoor Management Development
Tony has a background in Engineering, is an International Mountain Guide (UIAGM) and still pursues his own goals and aspirations with the same passion and drive that he applies to his current role.