Customer Service Mastery

INTRODUCTION

Customer service distinguishes one company from another. While competing items are typically comparable and easily replicated, exceptional customer service is a comprehensive system that requires a consistent enterprise-wide effort driven from the top and penetrating all aspects of the business culture. The resulting customer-centric business becomes a formidable competitor whose model is tough to imitate. This course investigates what it takes to establish a customer-focused business.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Create a holistic customer care strategy by considering seven distinct parts of the concept of customer service.
• Create goals and initiatives to increase internal customer satisfaction.
• Examine the design, execution, and analysis of customer satisfaction surveys.
• Use consumer complaints to drive service improvement.
• Create Service Level Agreements (SLAs) to maintain consistency and clarity.
• Assess the organization’s or department’s service component using well-chosen Key Performance Indicators (KPIs).

WHO SHOULD ATTEND THIS COURSE?

• CRM professional
• Executives
• Sales managers
• Business partners
• Managers
• Marketing professionals
• Customer service professionals
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Market analysis
• Customer orientation
• Customer service
• Customer experience
• Customer support
• Conceptual thinking
• Balanced decision making
• Quality orientation
• Understanding of prospects’ motivation
• Persuading others