MANAGING AND IMPROVING CUSTOMER SERVICE PROCESS
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This managing and improving customer service process training course is designed to examine the processes and techniques required, and to identify any of your existing skill gaps in order to ensure that; your customer service function can meet its customers' needs. This will provide department managers with an in-depth analysis of process and service techniques, allowing the appropriate approach required to be implemented resulting in; the achievement of excellence in customer service and a more effective customer service department.
Delegates will have the opportunity to work on and improve their own customer services process through a series of activities including questionnaires. discussion and role play.
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Further Details
COURSE OBJECTIVES
Understand the relationship between customer loyalty and customer care.
Recognise your role and responsibilities in building and enhancing customer loyalty, meeting customer needs and exceeding expectations.
Identify the gaps in your current customer service process.
Set customer service levels and measure performance that will deliver excellence by meeting and exceeding customer expectations.
Set up continuous improvement processes to remove areas of frequent customer dissatisfaction.
COURSE DESIGNED FOR
Managers responsible for the continuous improvement of their customer service function by ensuring the efficient and effective running of the customer service process.
COURSE DURATION
One Day
MAXIMUM NUMBER OF DELEGATES
Eight
IN HOUSE DELIVERY OPTION
Yes
COURSE CONTENT
Customer Care and Customer Loyalty ~
Understanding your role and responsibilities
Understanding customer expectations
Relationship management
Reviewing Current Processes - What Works and Where are the Opportunities for Improvement? ~
Examining the processes end to end
What impression does your customer service create?
Identifying gaps in the customer service process
How to identify recurrent problems and the most appropriate solution
Customer Service - Processes for Continuous Improvement ~
Contributing to continuous improvement for your organisation
Managing changes in the process - taking people with you
Delivering successful solutions to problems
Building relationships and overcoming barriers to good service
Building customer loyalty
Setting agreed customer service levels
Recording and monitoring customer service issues
Reporting on recurrent trends and identifying appropriate solutions
Personal Development ~
Drafting a revised and improved process to achieve excellence in customer service within your organisation
Formulating an action plan
This Training Course is taught in classrooms in the following locations:
Leeds
Manchester
Nottingham
Birmingham
Bristol
Milton Keynes
Southampton
London WC
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
