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Customer Service Management

FMI Course number: FM05

Duration
1 day

Overview of Course
All Frontline Managers and their teams are involved in providing customer service to either external customers or internal customers. In an increasingly competitive and service focused market, customers expect and demand increased levels of service. Yet Frontline Managers have to deliver service according to the budgetary and resource limits they face day to day.
This course provides extremely useful and practical approaches for Frontline Managers to help ensure that products and services are produced, delivered and maintained to standards agreed by the organisation and the customer.

The course gives useful strategies and techniques for identifying customer needs, analysing these needs in terms of the capability of what you can deliver and designing the best solution to meet the customer needs. Moving beyond the mantra of "excellent customer service" the course helps you identify what are the most important aspects of that service that affect your customers. It looks at simple ways to segment your customer market and analyse the service or product you deliver in terms of its life cycle.

Learning Outcomes
1. Plan to meet internal and external customer requirements
2. Ensure delivery of quality product/services
3. Monitor, adjust and report customer service

Key Content
- Defining internal and external customers
- The customer value chain
- Understanding customer needs and expectations
- Features and perceived benefits of products and services
- Market segmentation and customer expectations
- Importance of outstanding customer service
- The 20:80 Rule and customer management
- Managing customer relations and CRM systems
- Identifying and agreeing customer service processes and specifications
- Customer service KPIs
- Life cycle of products and services
- Resolving customer conflict
- Monitoring customer service delivery
- Gaining and analysing customer feedback
- Customer service improvement
- Customer service problems and issues you face and strategies to approach them
- Coaching and mentoring your team for customer service
- Optimising buy-in from your team for your customer service focus

Who this course is useful for
All managers working at frontline level from team leaders, supervisors, frontline managers, unit or section managers, customer service or sales managers, divisional unit managers.
All other people who would benefit from an increased ability to meet the outcomes of this course as part of their role at work.

Resources for this Course
A Learning Guide is provided for this course. It contains notes and can be used for participant's own notes.
The following additional resources are included free as part of this course package:
Resources Guide
FMI's Resources Guide relevant to this area of work. It enables you to access readings and websites with relevant content. Supplied in paper based and electronic format to you, the electronic version means you can click directly on links to go to relevant web based links.

Assessment

Assessment is optional, it is your choice. However, if you wish to gain a qualification assessment must be completed.
Participants may be assessed in this course against the relevant unit of competency standards. Assessment is through work based or work related assessment projects.
Participants who are being assessed will be given FMI Assessment Guides for the competency unit that explain in detail the assessment. They will also be given an Assessment Introduction that explains in detail the assessment procedures and policy.
Assessment Fee is included in the Course Fee. Assessment must be completed within 4 months of course completion or a scheduled assessment fee will be applicable.

Relationship to Competency Standards and Qualification Pathways
This Course maps to the following units
of competency standards and qualification pathways:

Statements of Attainment can be awarded for individual units.

Dates and locations
Course location: Sydney
For dates please see FMI Public Training Course Calendar
Time: 9am to 4.45pm
Location is close to Sydney CBD. You will be advised of the exact location by email one week prior to commencement.

Fees
For fees please refer back to the training calendar

Booking
To book phone +612 9281 2635

Email fmi to find out how we can help you:
fmi@managementcando.com

Corporate Versions of this Course
This course can be tailored for corporate requirements as an in-house course.

Version 18 January 2007

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Frontline Management Institute
Sydney Head Office
579 Harris St
Ultimo NSW 2007
Australia

t: +612 9281 2635
f: +612 9281 2641
e: fmi@managementcando.com

© Frontline  Management Institute 2007
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