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 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 custoemr service create?
Identifying gaps in the customer service process
How do you identify recurrent problems and what is 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
Guide price
£395 1st delegate (£195 for all others from the same organisation) |
