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
CS16E
Customer Service Excellence For Managers Gain the skills and qualities required for a customer service team leader and manager.
Overview Understanding customer needs and wants, delivering on time, charging a fair price and a quality product or service are the key drivers of a successful business. Consumer research shows that consumers rarely buy on lowest cost alone; they also want the service or product when promised, at the right quality, with a clear indication that the product/service will be backed-up by a guarantee that the business will fix any problems or issues promptly if the product/service doesn’t perform to their expectations. This interactive workshop shows you the steps you need to take to run a successful customer facing and quality driven business. This course is directed toward Customer Service Excellence Professionals, those individuals who are custodians of the organizations’ customer service excellence.
Who Should Attend? Customer Service Managers and Supervisors
Primary Objectives & Benefits This workshop will help participants to: 1.
Understand and appreciate the importance of internal and external customers.
2.
Develop and apply outstanding Customer Service Techniques to generate return business.
3.
Master ways to develop and maintain “Customer Focused Culture”.
4.
Establish motivational techniques for employees including reward and recognition programs.
5.
Use customer feedback and surveys to understand and manage customer expectations.
6.
Outline the ways customer satisfaction measurements can be utilized across the organization.
7.
Gain the skills and qualities required for a customer service team leader and manager.
8.
Understand the value of a customer service philosophy for business growth and service excellence.
Excellence in Training
CS16E
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
Customer Service Excellence For Managers Gain the skills and qualities required for a customer service team leader and manager.
Module 1 - Managers And Customer Service Excellence
Module 2 - Putting The Customers First
Who are Our Customers?
Why Put Customers First?
What Comprise Customer Service?
External Customers
The Value of Customers & Customer Service
Internal Customers
Customer Service Organizational
Gathering, Analyzing, Interpreting Feedback
Competencies
Service Standards
Building a Reputation for Customer Service
Individual and group exercises, facilitated
Excellence
group discussion
Individual and group exercises, facilitated group discussion
Module 3 - Measuring Customer Service And Customer Satisfaction
Module 4 - Creating The Customer Focused Culture
The Need to Monitor Customer Satisfaction
Methods of Tracking Customer Satisfaction Rewards and Recognition
Using Surveys to Identify ‘At Risk’ Customers Creating a Customer Experience that Delivers High Customer Satisfaction Group discussion, short practice sessions in pairs with feedback
The Importance of Culture in Customer Service Delivery
Team Communication Motivation and Attitude
Delegation and Empowerment Recognizing Diversity
Reward and Recognition Group discussion, short practice sessions in
pairs with feedback
Program Highlight Duration: 3 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