Managing Excellent Customer Service

Cosensa Learning & Development Ltd
In Belfast (Northern Ireland)

£ 501-1000
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Important information

Typology Training
Level Advanced
Location Belfast (Northern Ireland)
Duration 2 Days
  • Training
  • Advanced
  • Belfast (Northern Ireland)
  • Duration:
    2 Days
Description

The 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 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.

This comprehensive two-day programme is ideal for managers and supervisors who lead customer facing teams and have responsibility for improving customer satisfaction, loyalty and service in order to improve business success.

Some of the topics which will be covered include the five dimensions of service quality, leading the initiative to improve upon strategy and ongoing measuring and monitoring. Delegates will be provided with ideas and solutions for communicating their 'customer service message' to their teams and the rest of the organisation, ensuring that everyone within their organisation understands the importance of a 'holistic' approach to customer care.

All delegates who successfully complete this course will receive a certificate of attendance.

Venues

Where and when

Starts Location
On request
Belfast
County Down, Northern Ireland
Starts On request
Location
Belfast
County Down, Northern Ireland

What you'll learn on the course

Customer Focus
Initiating Change
Service/Profit Chain
Leading Improvement
Raving Fans
Good Service
Leadership
Business Strategy
Managing Complaints
E-CRM
Customer Care Balance Sheet

Teachers and trainers (1)

Peter Noreiko
Peter Noreiko
Senior Trainer

Course programme

Course Content:

  • 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 to develop the strategy – involving the workforce
  • Aligning work groups to ensure that strategic goals are met
  • The five dimensions of service quality
  • Ongoing measurement and monitoring to support
  • E-CRM and related technologies. How to manage and monitor complaints
  • Leading improvement and initiatives to develop the strategy



Additional information

Payment options: Prices start from £345+VAT per delegate. Please note multiple Booking Discounts are available when you book 2 or more delegates onto this course.
These work out as follows: -
2 delegates = 10% discount3 delegates = 15% discount4 delegates = 20% discount5 delegates = 25% discount6 delegates or more = 30% discount (maximum discount available)

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