CUSTOMER SERVICE

This course gives managers a clear approach to manage customer service in a professional way that meets customer needs while using an appropriate level of resources.

In an increasingly competitive and service focused market, customers expect and demand increased levels of service. Yet managers have to manage service delivery according to the budgetary and resource limits they face day to day. Providing a well organised and cost effective experience that delights customers is the challenge successful managers must meet.

Plan customer service to meet needs

• Internal and external customers
• Quality customer service and the customer value chain
• Understand customer needs and expectations
• Features and perceived benefits of products and services
• Market segmentation and customer expectations
• Plan customer service processes and specifications

Deliver quality customer service

• Importance of outstanding customer service
• The 20:80 Rule and customer management
• Customer service KPIs
• Manage customer service records and the life cycle of products and services
• Resolve customer conflict
• Coach and mentor your team for customer service
• Optimise buy-in from your team and stakeholders

Review and improve customer service

• Monitor customer service delivery
• Gain and analyse customer feedback
• Customer service improvement and overcoming problems in customer service

Build client relationships and networks

• Build and maintain client relationships
• Build and maintain client networks

• Develop attractive product and service offerings
• Improve customer experience to increase competitiveness
• Leverage customer relationships to maximise value of existing clients

This course is suitable for managers and others responsible for managing product and/or service delivery to customers.

Groups

1 day face to face OR 4 x 90 sessions delivered via Zoom or other video platform

Individuals

This course is available as a course by coaching. Contact FMI for more details