ILM endorsed Customer Service Manager

ILM Endorsed Customer Service Manager Developing And Implementing Best Practice Customer Service Strategies For Private And Public Sector Organisations ILM endorsed programme 23 – 27 June 2013 • Kempinski Hotel, Mall of the Emirates, Dubai, UAE

Increase your competitive advantage through customer service excellence n Identify your customers, what they expect and the sources of customer power, and use this information to develop and target your customer service strategy effectively n Create quality service standards to benchmark your provision of products and services and use customer feedback to improve your service n Develop positive solutions to customer complaints and transform your most challenging customers into champions by recognising their personality types, what they value and their needs Strategic Career Partner

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About ILM The Institute of Leadership and Management (ILM) is the UK’s largest awarding body for leadership and management qualifications. ILM partners with over 2,000 ILM-approved centres, comprising private training providers, further and higher education colleges, and employers delivering in-house management training.

When you register for an IIRME/ILM Endorsed Programme you can be sure that it is: 1. Practically based, and will complement your role at work 2. Expertly designed to meet the needs of leaders and managers across all business sectors 3. Supported by comprehensive learning resources 4. Externally recognised as a high quality programme Bonus: every learner registered on any type of ILM programme is automatically entitled to six months of free studying membership with ILM which brings a terrific range of benefits. For full details of the benefits of studying membership please visit www.i-l-m.com/learn-with-ilm/371.aspx or email ilmcourses@iirme.com Workplace Assessment Project To be eligible for the ILM Certification you must successfully complete a work-based assessment project. There will also be continuous assessment throughout the course. You need to complete and submit the assessment project within six weeks of the course completion date. Full details of the assessment tasks will be provided by the course director at the course.

Delegates who do not pass the assessment, or who do not submit the assignment, will receive a Certificate of Attendance from IIR ME.

Who Should Attend?

This course is specifically designed for all employees who are actively involved with providing customer service excellence, and those employees who are charged with setting up the strategies that support the corporate customer service initiatives in their organisations.

Would you like to run this course in-house?

The in-house training division of IIR Middle East Tel: +971 4 407 2624 • Email: CTS@iirme.com www.iirme.com/cts

Jacqueline has in depth industry knowledge across functions. Her ideas were very inspiring. The group was constantly encouraged to think critically to understand the topic better. The course was very interesting and Jacqueline easily identified the group’s energy levels at all times. Throughout the course, I have had my “Aha! Moments” on information and learning to take back to my teams.

Luvena Krishnamurthy, Global Customer Services Officer, BP Middle East, UAE

Tel: +971 4 335 2437

www.iirme.com/customerservice

Fax: +971 4 335 2438

Email: register@iirme.com

Course Overview

Special Course Features

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 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

During the course you will be able to assess your individual communication style through the use of a psychometric instrument entitled What’s My Communication Style? You will also benchmark the effectiveness of your organisational strategy for customer service through another metric called Knock Your Socks Off Service.

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.

What’s My Communication Style?

This exercise will enhance your effectiveness with both internal and external clients by giving you a better insight into your own personal style of communication.

Knock Your Socks Off Service After completing this assessment you will know whether your organisation has that unique customer service cutting edge approach and what you can do to get your unit or team ready to deliver the best customer service possible. The self assessment questions are adapted from the Service Management Practices Inventory, a database of over 150 questions that has been administered to more than 70,000 managers and customer service employees in more than 100 companies. This is your opportunity to compare your unit’s or team’s customer service practices, policies, and procedures with those of other organisations.

Your Expert Course Director Jacqueline Klauer is Managing Director of her own management consulting practice. She is a consultant, speaker, trainer, executive coach, facilitator and author with extensive international experience as both a corporate executive and consultant across numerous business sectors.

With a background in psychology and education, Jacqueline’s career has given her broad experience in working with many nationalities, and she is gifted in adapting to different cultural ethics, political and business attitudes and business methodologies.

Her client base is diverse, and ranges from work with PricewaterhouseCoopers to the Department of the Prime Minister and Cabinet in Australia. She also spent many years working in service industries, including time spent as Global Human Resources Manager for a large franchise organisation where consistency and service was the key to organisational success.

Jacqueline is an outstanding, polished facilitator and is a long-standing Senior Associate with IIR Middle East.

Listening to expert knowledge is great but having the opportunity to question and interactively absorb experience and content from the trainer indicates effectiveness and successful transfer.

This course gave me the opportunity to do that.

Nadeen East, Chief Operations Coordinator, Aspire Academy, Qatar

ILM Endorsed Customer Service Manager Course Outline Day One Introduction • Customer service in a global economy • Reviewing the Profit Impact Marketing Study (PIMS) • The “service crisis” – fact or fallacy?

Think “Big Picture” • What is customer service excellence?

• Customer power – customers now have access to proven sources of increased customer power - How is it created and why is it healthy?

- What are these sources?

- What are the implications for your business?

• Advocacy - What does it mean in today’s era of customer power?

- Learn how to become a faithful representative of your customers’ interests • Customers - Know who they are and what they expect - Identifying key customer benefits and the establishment of a hierarchy of client needs - Establishing service packages for each of your key customer groups - The move from loyalty to value - Establishing value propositions • Clients - What is the depth and complexity of your client relationships?

- How to determine the degree of need/solution complexity for your clients • Lifetime value and the churn factor - What lessons can be learnt from the statistics?

Day Two Think “Big Picture” (continued) • Client relationships and the loyalty accounting matrix - Establish a method of identifying the status of your client relationships through a review of the attractiveness of a supplier, “brain appeal” and the strength of the relationship or “heart appeal” • Measuring client satisfaction - Assess your clients’ loyalty, intent to re-purchase and retention status • Determining desired clients of choice - Not all clients are the right clients for your organisation – how do you determine your most desired clients?

• Developing client loyalty plans Course Timings: Registration will commence at 08:00 on Day One of the course. Course sessions will start promptly at 08:30 each day and finish at 14.30. There will be two short refreshment breaks at appropriate times and lunch will be served at the end of each day’s sessions.

Day Three Think “Internal” – People And Strategy • The service triangle and customer focus • The three major sources of value to your clients - People - Solutions - Reputation and breadth of offerings • Developing service strategies - Does your organisation have a clearly articulated service strategy?

- How to establish, launch and cascade such a strategy through your organisation • Creating a culture of customer service excellence • Systems and procedures - What are the considerations for sound systems and procedures?

• Standards - Who determines organisational standards?

- Consider the parameters of service standards and learn how to write SMART standards • The gap analysis technique

Tel: +971 4 335 2437

www.iirme.com/customerservice

Fax: +971 4 335 2438

Email: register@iirme.com

23 – 27 June 2013 • Kempinski Hotel, Mall of the Emirates, Dubai, UAE

• Feedback - How do we get it?

- What do we do with it?

• Developing top quality customer service teams - Explore the methodologies used in top service organisations to get team members to deliver best practice customer service • Recognising and rewarding team members • Coaching staff for improved customer service performance

Day Four Superb service is a requirement for survival in our quality-conscious and increasingly competitive markets. Service-added, smarter products and consultative service add-ons are redefining almost every industry. Most people seek to innovate, but an opportunity to discuss a number of examples of customer service excellence will serve to give more concrete examples on which to base your own corporate innovations.

You will discuss the whys and wherefores of service practices in a range of diverse companies, including the companies represented by you. You will get an understanding of how the service philosophy has become the linchpin of sustained success in these businesses. You will aim to review organisations that exemplify specific, service centred responses to conditions in as many industry sectors and segments as possible during the day.

Sectors to review may include travel, hotels, healthcare, retail, food service and sales, financial, automotive, technology, manufacturing and business-to-business.

An exciting part of this day will be the opportunity to review the customer service challenges and successes of the organisations represented in the course. You will come to the course having completed a short pre-work activity investigating your corporate customer service challenges and successes. From this you will then build a series of discussion forums that will give you the opportunity to gain specific input on initiatives that worked in organisations. You will also uncover customer service blackspots and review initiatives that didn’t go according to plan.

During each of these case studies reference will be made to the theory studied on the previous days.

This practical day is an excellent opportunity for you to get local knowledge of customer service initiatives in the Middle East and to share your experience with other customer service executives in the region.

Day Five Think “Personal” • The lens of perception – we all see through it!

- Our customers see the world through a lens that colours their perceptions and interpretation of value. How can we better understand that perception?

• Service - An attitude - An art - A process - Developing your own “formula” for service delivery • Communication – the “glue” in client relationships - Developing communication techniques to build customer relationships • Listening – trust is earned in listening, not in talking • The ‘Trust Cycle’ • Recognising different customer personality types and the best way to handle each • Finding positive solutions to customer complaints • Considerations on the advocacy check-list • Blazing new trails in customer service excellence

This has been the most effective course I have ever taken in customer service.

Zakia Mohd Al Yazeedi, Help Desk Agent & Supervisor, Public Works Authority, Qatar

ILM Endorsed Customer Service Manager 23 – 27 June 2013 • Kempinski Hotel, Mall of the Emirates, Dubai, UAE

FIVE WAYS TO REGISTER +971 4 335 2437

IIR Holdings Ltd. P.O Box 21743 Dubai, UAE

+971 4 335 2438

www.iirme.com/customerservice

register@iirme.com

DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com Event ILM Endorsed Customer Service Manager

Date

Course Fee Before 7 April 2013

Course Fee Before 28 April 2013

Final Fee

23 – 27 June 2013

US$ 4,150

US$ 4,650

US$ 4,950

BC5032

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and successfully complete the course assessment will receive an IIRME Certificate of Attendance.

Would you like to run this course in-house?

DELEGATE DETAILS

Save training $$ and create learning experiences relevant to your business. To customise this course and increase value and impact, contact Leigh Kendall on +971 4 407 2624 or email the team at cts@iirme.com

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A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received.

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If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days of less before the Event must be paid in full. Substitutions are welcome at any time.

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Delegates requiring visas should contact the hotel they wish to stay at directly, as soon as possible.

Visas for non-GCC nationals may take several weeks to process.

All registration(s) are subject to acceptance by IIR which will be confirmed to you in writing.

Due to unforeseen circumstances, the programme may change and IIR reserves the right to alter the venue and/or speakers.

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Event Venue: Kempinski Hotel, Mall of the Emirates, Dubai, UAE Tel: +971 4 341 0000 Accommodation Details We highly recommend you secure your room reservation at the earliest to avoid last minute inconvenience. You can contact the IIR Hospitality Desk for assistance on: Tel: +971 4 407 2693 Fax: +971 4 407 2517 Email: hospitality@iirme.com

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