Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
In-House Training
Excellence in Training
CS12E
Effective Customer Service Manager The theme of this course presents managers to the best practices in handling customer service efficiently, effectively and professionally.
Overview
Primary Objectives & Benefits This workshop will help participants to:
Customer service is increasingly becoming a vital business issue as organizations realize the benefits of an integrated,
1.
Develop the skills and practices that are essential elements of a customer-service-focused manager.
2.
Develop and assess the success of a customer service management system including the International Customer Service Standard.
3.
Develop strategies for creating engaged employees and satisfied customers.
4.
Display service leadership and excellent people management.
5.
Effectively utilize measurement systems and tools.
6.
Ensure integration and operationalization.
strategic customer service management system for providing effective customer support. Professionals working within customer-focused businesses, or those managing their organization’s Customer Service Function need to be kept informed about the latest techniques and experiences. From
small customer service departments to large call centers, the importance of developing a valued relationship with customers using a strategic Customer Service Management System is an essential foundation of long-term business growth.
Who Should Attend? Customer Service Managers
Excellence in Training
CS12E
Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
Effective Customer Service Manager The theme of this course presents managers to the best practices in handling customer service efficiently, effectively and professionally.
Module 1 - Create A Customer Service Vision
Define the term ‘Customer Service’ Explain the concept of ‘Customer Loyalty’ Explain the importance of customer service for achieving strategic business objectives Explain term ‘Strategic Customer Service’
Module 3 - Goals And Objectives Using KPI’s
Customer service strategy integration Align organization’s business objectives Use balanced scorecard methodology Organizations’ customer service vision, mission and strategy
Module 5 - Qualities Of Service Managers
Customer service manager skills & qualities Formulate job descriptions for customer service leaders in a number of industries Customer Focused Culture
Module 7 - Recruitment And Training Models
Classify customer facing/support personnel Design a recruitment and induction policy Plan, create customer service training matrix Explain the characteristics of various HR policies and people charters
Module 9 - Customer Satisfaction & Feedback
Customer satisfaction measurement Customer feedback systems components Use customer feedback and surveys Understand, manage customer expectations
Module 2 - Assess Customer Needs
Identify customer types & expectations Understand and appreciate the importance of the internal and external customer Describe the term ‘chain of service support’
Module 4 - Aligning A Customer Service Strategy
How customer service strategy can affect organization costs, asset utilization & growth Map processes throughout an organization List the tools for aligning an organization towards a customer focused strategy
Module 6 - Customer Focused Culture
Strategies undertaken by organizations seeking to grow ‘Customer Focused Culture’ Summarize benefits of employee retention Outline why employees become dissatisfied Issues causing absenteeism and turnover
Module 8 - Cost Of Personnel
The requirements of effective workplace Show why quality people become dissatisfied and leave organizations Calculate the cost of high staff turnover
Module 10 - Analyzing Customer Satisfaction
Analyze customer expectations KPIs to measure standards Self-assessment of your organization Exceed customer expectations in the organization wide budget process
Program Highlight Duration: 5 days Date: To be Agreed with the Client Organization Timing: 8:30 am to 2:30 pm daily Venue: Suitable & fully equipped venue (to be provided by Customer) Notice required: 10 working days
Language: English or Arabic Material: Participants will be provided with high quality handouts Certificates: Certificates of Achievement shall be provided to participants upon successful completion of the training program Fees: Inclusive of facilitator’s fees, materials and certificates