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CUSTOMER SERVICE PERFORMANCE
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Customer Service Performance Framework
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Certified Customer Service Performance Professional Dubai, UAE 2016 editions: 08 - 10 May
30 - 01 November
Maximize your customers’ satisfaction, loyalty and advocacy by enhancing your Customer Service Performance!
Over the last 6 years, The KPI Institute team focused on developing an integrated framework for improving your organization’s performance in Customer Service. This effort resulted in: A database of 138 Customer Service KPIs; A database of over 1000 KPIs from industries where Customer Service is vital (call centers, hotels, restaurants, retail etc.) Tens of articles and other research materials on customer service, published on PERFORMANCE Magazine; A comprehensive collection of customer satisfaction surveys, with our experts’ comments; The toolkit necessary to facilitate the performance in your organization’s customer service.
3 Key Business Benefits Deliver responsive and engaging services by implementing, sustaining and evaluating an architecture of customer service performance in your own organization; Gain the recognition, loyalty and advocacy of your external and internal customers; Attain high behavioral standards and ensure the usage of relevant channels and instruments in your customer service. “I would highly recommend this course as it covers all the important aspects of KPIs in which can be applied in real life.” Dk Siti Bazilah Pg Hj Zahari, Manager Trainee, Autoriti Monetari Brunei Darussalam, Brunei
Info at: www.kpiinstitute.org | AU: +61 3 9028 2223 | UAE: +971 4 311 6556 | MY: +60 3 2742 1357 | RO: +40 3 6942 6935