Certified Customer Service Manager 2011

This course addresses the process of designing and implementing a customer service system as a major competitive tool. It deals with determining the service expectations of different customer groups and developing a service strategy around their needs. It will address the importance of client relationships, how to write standards and how to develop top quality customer service teams.

• Identify your customers and what they expect

• Discover the sources of customer power

• Examine the three major sources of value to your clients

• Create quality service standards

• Use customer feedback to improve the provision of products and services

• Develop top quality customer service teams

• Review customer retention strategies

• Develop a range of communication techniques to build customer relationships

• Identify positive solutions to customer complaints and transform your most challenging customers into champions

• Recognise different customer personality types and the best way to handle them

• Assess your individual communication style through the use of two psychometric instruments

Course Methodology

This course is built on interactive sessions and gives plenty of opportunities to share ideas through syndicate groups and case studies. Each day will concentrate on the provision of customer service from the individual, the company and a global perspective.

Who Should Attend?

This course is specifically designed for all employees who have an active involvement in the provision of customer service excellence in all industries.