Managing Your Customer Service Strategy

Course objectives:
On completion of this programme you will be able to:
-Understand what makes excellent customer service
-Explore senior managers' responsibility
-Recognise the importance of motivating and enabling employees
-Consider technology to improve customer service
-Examine methods of building long-term relationships with customers and suppliers
-Identify key steps when implementing and developing a customer service strategy/programme
Course content:
Managing customer expectations
-Who are our customers and what do they expect?
-How customer perceptions are formed
Customer care and the development of our business
-What is customer care?
-Appreciating each other's roles
-Senior managers responsibility
-Communication mapping
Motivating and enabling employees
-Communicating
-Training
-Motivating and empowering
Using technology to improve customer service
-Customer Relationship Management (CRM)
-Customer care lines
-System facilitiesBuilding long-term relationships
-Loyalty or incentive?
-The right customers
-Supplier partnerships
Developing and implementing a strategy
-Strategic components
-Stakeholders
-Strategic steps
Review of Programme
Other Recommended Programmes
-The Power of Influence