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The Effective Customer Service Manager


The theme of this course presents managers to the best practices in handling customer service efficiently, effectively and professionally.

Event Navigation

  • « Effective Client Relationship Management
  • Customer Engagement Strategy »

Overview

Customer service is increasingly becoming a vital business issue as organizations realize the benefits of an integrated, strategic customer service management system for providing effective customer support. Professionals working within customer-focused businesses, or those managing their organization’s Customer Service Function need to be kept informed about the latest techniques and experiences. From small customer service departments to large call centers, the importance of developing a valued relationship with customers using a strategic Customer Service Management System is an essential foundation of long-term business growth.

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Details

Start:
February 19, 2016 @ 8:30 am
End:
February 23, 2023 @ 2:30 pm
Event Categories:
CS - Customer Care & Service Excellence, In-house Training Programs
Event Tags:
In-house Training Programs

Organizers

Dany Chakhtoura
Chris Gale
  • Primary objective and benefits

    This workshop will help participants to:
    1. Develop the skills and practices that are essential elements of a customer-service-focused manager.
    2. Develop and assess the success of a customer service management system including the International Customer Service Standard.
    3. Develop strategies for creating engaged employees and satisfied customers.
    4. Display service leadership and excellent people management.
    5. Effectively utilize measurement systems and tools.
    6. Ensure integration and operationalization.

Program Contents

  • Module 1 -
    Create A Customer Service Vision
    • Define the term ‘Customer Service’
    • Explain the concept of ‘Customer Loyalty’
    • Explain the importance of customer service for achieving strategic business objectives
    • Explain term ‘Strategic Customer Service’
  • Module 2 -
    Assess Customer Needs
    • Identify customer types & expectations
    • Understand and appreciate the importance of the internal and external customer
    • Describe the term ‘chain of service support’
  • Module 3 -
    Goals And Objectives Using KPI’s
    • Customer service strategy integration
    • Align organization’s business objectives
    • Use balanced scorecard methodology
    • Organizations’ customer service vision, mission and strategy
  • Module 4 -
    Aligning A Customer Service Strategy
    • How customer service strategy can affect organization costs, asset utilization & growth
    • Map processes throughout an organization
    • List the tools for aligning an organization towards a customer focused strategy
  • Module 5 -
    Qualities Of Service Managers
    • Customer service manager skills & qualities
    • Formulate job descriptions for customer service leaders in a number of industries
    • Customer Focused Culture
  • Module 6 -
    Customer Focused Culture
    • Strategies undertaken by organizations seeking to grow ‘Customer Focused Culture’
    • Summarize benefits of employee retention
    • Outline why employees become dissatisfied
    • Issues causing absenteeism and turnover
  • Module 7 -
    Recruitment And Training Models
    • Classify customer facing/support personnel
    • Design a recruitment and induction policy
    • Plan, create customer service training matrix
    • Explain the characteristics of various HR policies and people charters
  • Module 8 -
    Cost Of Personnel
    • The requirements of effective workplace
    • Show why quality people become dissatisfied and leave organizations
    • Calculate the cost of high staff turnover
  • Module 9 -
    Customer Satisfaction & Feedback
    • Customer satisfaction measurement
    • Customer feedback systems components
    • Use customer feedback and surveys
    • Understand, manage customer expectations
  • Module 10 -
    Analyzing Customer Satisfaction
    • Analyze customer expectations
    • KPIs to measure standards
    • Self-assessment of your organization
    • Exceed customer expectations in the organization - wide budget process

Related Training Programs

  • Leading Excellence

  • Customer Service Excellence

  • Effective HR Strategy

Event Navigation

  • « Effective Client Relationship Management
  • Customer Engagement Strategy »

Download Brochure

Training Program Quick Facts

ID: CS12E
Duration: 5 days
Language: English or Arabic
Timing: 8:30 am-2:30 pm

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