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Management

Service Culture and Relationship Management Courses
An Overview

Purpose Of This Overview

To put Socitm Learning's 5 offerings in the areas of service culture and relationship management in context to enable potential customers to select the most appropriate type of solution to meet their needs.

It also aims to give a feel for the cost of various options.

Lead Tutor And Facilitator

All of these courses are run for Socitm by Mike Sayers of Keisley Harris which has many blue-chip private-sector and public sector clients in both the UK and overseas. Mike tutors in relationship management, strategic marketing and the creation of a strong service ethos among IS/IT staff.

Mike has over 20 years experience of serving and selling to both internal and external customers. This includes spells as an IS/IT Director and as a Director of an IT services company.

Summary Of The Standard Offerings
Public or
Days In-House?

A. Account Management 1.5 Both

B. Negotiating Skills for the ICT Department 1.5 Both

C. Improving Satisfaction with the ICT Front-Line 1 Both

D. Creating a Service Culture in the ICT Department 1 OD

E. Managing Customer Expectations Variable IH

Key :

Both = Regular public courses are scheduled and the course can be run in- house with the option of adapting it to the organisation's own requirements.

OD = On-Demand – this course can either be run in-house for a single client or else it can be run for either a group of authorities or a public course if there is known demand.

IH = In-House only – this course is adapted to the clients needs and is not suitable for a public course

The "Account Management" Course

The management of internal customer relationships is a challenge. It calls on excellent interpersonal and relationship-building...