CUSTOMER SERVICE MANAGEMENT
SC06
One day course exploring how to improve the delivery and management of the customer experience
OVERVIEW
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.
WHO THIS COURSE IS DESIGNED FOR
This course is suitable for managers and others responsible for managing product and/or service delivery to customers.
DELIVERY
Groups
1 day face to face OR 4 x 90-minute sessions delivered online via video call.
Individuals
This course is available as a course by coaching. Delivered as 4 x 90-minute sessions delivered online via video call.
KEY LEARNING CONTENT
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