Planning to Meet Customer Requirements | Middlesex University London
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    Planning to Meet Customer Requirements

    Customer satisfaction is key to continuing success – and the ability to convert each customer into a satisfied client is crucial at every level, from senior management to the first point of contact.

    You will develop the necessary real-world skills to conduct these interviews, as well as enhancing your ability to successfully manage the appraisal process.

    Course information

    The one-day course covers a wide range of highly relevant topics:

    • How to set clear objectives
    • Defining performance standards
    • Assessing and monitoring performance
    • Setting clear goals
    • Delivering effective feedback
    • The use of motivational techniques

    Learning outcomes

    By the end of the session, you'll be able to:

    • Define the steps to a successful appraisal process
    • Identify how to set and agree performance standard
    • Recognise the skills required for dealing with difficult appraisees
    • Identify the use of effective questioning techniques
    • Establish techniques to show confidence when delivering structured feedback

    Progression routes

    This course is part of the Institute for Work-Based Learning (IWBL) Management Series and other workshops include:

    Completion of four of the workshops in this series and a Work-Based Learning Report leads to a Middlesex University Certificate in Personal and Professional Development NQF Level 4.

    For further information, please email our Business Development team or call 020 8411 5050.

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