Customer Service Management

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. This Customer Service Management course covers the secrets and strategies of building a business based on improving and gaining outstanding levels of customer service and satisfaction. It is ideal for providing and skills to customer service team leaders and managers being developed for their management roles. This course challenges delegates to address these issues in a practical way that clarifies the relationship between customer care and overall business strategy.

Program objectives:

At the end of this training, participants should be able to:

• define objectives for customer service process and recognize how the relationships formed

with customers effect the achievement of these objectives

• state the features and benefits of great customer service
• recognize barriers to the delivery of great customer service
• manage the customer service function within the organization
• shape the role of each employee in the customer value chain
• provide careful management of strategies, systems, service and staff that meet the needs and expectation of customers
• identify ‘Excellent Customer Satisfaction’ in managing different customer situations, including complaints
• develop, motivate and inspire customer-value staff to deliver high quality consistently
• form personal action plan to improve customer service management skills