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Customer Service Excellence For Managers


Gain the skills and qualities required for a customer service team leader and manager.

Event Navigation

  • « Customer Service Excellence
  • Customer Service Skills »

Overview

Understanding customer needs and wants, delivering on time, charging a fair price and a quality product or service are the key drivers of a successful business. Consumer research shows that consumers rarely buy on lowest cost alone; they also want the service or product when promised, at the right quality, with a clear indication that the product/service will be backed-up by a guarantee that the business will fix any problems or issues promptly if the product/service doesn’t perform to their expectations.
This two day workshop shows you the steps you need to take to run a successful customer facing and quality driven business. This course is directed toward Customer Service Excellence Professionals, those individuals who are custodians of the organizations’ customer service excellence.

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Details

Start:
February 19, 2016 @ 8:30 am
End:
February 25, 2022 @ 2:30 pm
Event Categories:
CS - Customer Care & Service Excellence, In-house Training Programs
Event Tags:
In-house Training Programs

Organizers

Christopher Michael Gale
Petra Gale
  • Primary objective and benefits

    This workshop will help participants to:
    1. Understand and appreciate the importance of internal and external customers.
    2. Develop and apply outstanding Customer Service Techniques to generate return business.
    3. Master ways to develop and maintain “Customer Focused Culture”.
    4. Establish motivational techniques for employees including reward and recognition programs.
    5. Use customer feedback and surveys to understand and manage customer expectations.
    6. Outline the ways customer satisfaction measurements can be utilized across the organization.
    7. Gain the skills and qualities required for a customer service team leader and manager.
    8. Understand the value of a customer service philosophy for business growth and service excellence.

Program Contents

  • Module 1 -
    Managers And Customer Service Excellence
    • Who are Our Customers?
    • What Comprise Customer Service?
    • The Value of Customers & Customer Service
    • Customer Service Organizational Competencies
    • Building a Reputation for Customer Service Excellence
    • Individual and group exercises, facilitated group discussion
  • Module 2 -
    Putting The Customers First
    • Why Put Customers First?
    • External Customers
    • Internal Customers
    • Gathering, Analyzing, Interpreting Feedback
    • Service Standards
    • Individual and group exercises, facilitated group discussion
  • Module 3 -
    Measuring Customer Service And Customer Satisfaction
    • The Need to Monitor Customer Satisfaction
    • Methods of Tracking Customer Satisfaction
    • Rewards and Recognition
    • Using Surveys to Identify ‘At Risk’ Customers
    • Creating a Customer Experience that Delivers High Customer Satisfaction
    • Group discussion, short practice sessions in pairs with feedback
  • Module 4 -
    Creating The Customer Focused Culture
    • The Importance of Culture in Customer Service Delivery
    • Team Communication
    • Motivation and Attitude
    • Delegation and Empowerment
    • Recognizing Diversity
    • Reward and Recognition
    • Group discussion, short practice sessions in pairs with feedback

Related Training Programs

  • Team Building & Teamwork

  • Customer Care For Healthcare Professionals

  • Developing Excellence Teams

Event Navigation

  • « Customer Service Excellence
  • Customer Service Skills »

Download Brochure

Training Program Quick Facts

ID: CS16E
Duration: 3 days
Language: English or Arabic
Timing: 8:30 am-2:30 pm

Please Call Me

Request for Proposal

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