Exceptional customer service management for team leaders and customer service representatives is a leading element in the vision and mission statements of most organisations. In order to achieve successful results, high performance and quality service, it is imperative to remain competitive and to exceed customers and stakeholder expectations both at individual and organizational levels.
This workshop focuses on customer service excellence and explores key principles, including developing the ability and confidence that comes from knowing how to appropriately respond to clients’ needs.
The course further cover the basic and advanced topics in Customer Service Management that enable the participants to increase their awareness and knowledge of the latest developments of Customer Service in terms of technology as well as management concept. Customer Service Managers and customer care givers will also learn how to develop appropriate plans to integrate the Customer Service centre within the organization and bring new insights, set visions and lead Customer Service teams. Whether implementing a new Customer Service or rejuvenating an existing one, participants will be well prepared for the challenge.
Course Objectives:
- To demonstrate the customer perspective as the big picture and where it fits in as part of the overall business strategy.
- Understand customer and stakeholder expectations.
- Develop and provide superior customer service skills.
- Improve internal and external customer service communication
- Understand customers and their personality styles.
- Manage challenging customers, through conflict resolution
Scope: Global Mode of training: Virtual Time: From 9:00am to 12:00pm Dates:
July 20-24, 2020
August 10-14, 2020
October 05-09, 2020
Dec 14-18, 2020
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