Managing Excellent Customer Service

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Course Objectives:
The most successful organisations recognise that merely satisfying customers is never enough. True customer loyalty can only be derived through exceptional customer service that really impacts on the customer experience. This course prepares delegates to face the management challenges of successfully implementing an empowered customer service function and communicating it effectively to the workforce.

Contents:

  • Customer focus from the customer’s perspective
  • What is good service and how does it link to leadership?
  • Delivering the factors that differentiate excellence for customers
  • Creating ‘Raving Fans’ – Kenneth Blanchard and Sheldon Bowle’s perspective
  • The service/profit chain and the customer care balance sheet
  • Customer service strategies that work: Case Studies
  • Aligning customer service strategy with a business strategy
  • The five dimensions of service quality
    • - Tangibles - Reliability - Responsiveness - Assurance - Empathy
  • Ongoing measurement and monitoring to support
  • E-CRM and related technologies
  • How to manage and monitor complaints
  • Leading improvement and initiatives t develop the strategy – involving the workforce
  • Aligning work groups to ensure that strategic goals are met


Who should attend:
This comprehensive two-day programme is ideal for managers and supervisors who lead customer facing teams and have responsibility for improving customer satisfaction, loyalty and service to improve business success.

Course benefits:
  • Align customer satisfaction with the organisation’s goals and strategies
  • Develop methods for identifying changing customer requirements and expectations
  • Setting up systematic methods of identifying, measuring, benchmarking, managing and monitoring customer requirements and satisfaction to improve profit and beat the competition
  • Embracing the power of Customer Relationship Management in an electronic world
  • Understand the need to motivate functional work teams to implement the improvement process
  • Plan the stages of implementing a customer service strategy


Additional information:
Delegates will be provided with ideas and solutions on communicating their 'customer service message' to their teams and the rest of the organisation, ensuring that everyone within their organisation understands the importance of a 'holistic' approach to customer care.

Certificates:
All delegates who successfully complete this course will receive a certificate of attendance.

Trainers background:


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