Managing Excellent Customer Service
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he most successful organisations recognise that merely satisfying customers is never enough. True customer loyalty can only be derived through exceptional customer service that really impacts on the customer experience. This course prepares delegates to face the management challenges of successfully implementing an empowered customer service function and communicating it effectively to the workforce.
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Further Details
Contents:
Customer focus from the customer’s perspective
What is good service and how does it link to leadership?
Delivering the factors that differentiate excellence for customers
Creating ‘Raving Fans’ – Kenneth Blanchard and Sheldon Bowle’s perspective
The service/profit chain and the customer care balance sheet
Customer service strategies that work: Case Studies
Aligning customer service strategy with a business strategy
The five dimensions of service quality
- Tangibles - Reliability - Responsiveness - Assurance - Empathy
Ongoing measurement and monitoring to support
E-CRM and related technologies
How to manage and monitor complaints
Leading improvement and initiatives t develop the strategy – involving the workforce
Aligning work groups to ensure that strategic goals are met
This Training Course is taught in classrooms in the following locations:
Aberdeen
Edinburgh
Glasgow
Inverness
Belfast
Newcastle
Manchester
Birmingham
Bristol
London N
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.
