Managing Excellent Customer Service

Managing Excellent Customer Service

Duration: Two days

Objective

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