Customer Service

Module 1 - Customer Services : An Introduction

This module covers the following topics:

• Elements of Customer Service:
• Classification of Customer Service
• Service Quality & Customer Service
• Effects of Poor Service on a Business
• Plus more

Module 2 - Understanding Your Customers

This module covers the following topics:

• Identifying Customer Expectations
• Benefits of Meeting Expectations
• Means of Identifying Customer Needs
• Triggers and Customer Needs
• Plus more

Module 3 - The Customer-Focused Organization

This module covers the following topics:

• Style Of Leadership
• Performance Management
• Coaching and Development
• Developing a Reward and Recognition Scheme
• Criteria for Rewards
• Plus more

Module 4 - Creating Customer Service Strategy

This module covers the following topics:

• Involvement of the Top Management
• The Role of the Manager and the Role of the Leader
• Important Areas of Focus for Customer Service Strategy
• Establishing a Customer-Focused Culture
• Plus more

Module 5 - Implementing a Service Excellence Strategy

This module covers the following topics:

• Marketing a Service Strategy
• Engender Ownership
• Continuous Improvement
• Establish a Steering Group
• Plus more

Module 6 - Advance Training & Development for Effective Customer Service

This module covers the following topics:

• Importance of Training and Development in Customer Service
• Identifying Training and Development Objectives
• Training and Development Methods
• Plus more

Module 7 - Building Better Teams

This module covers the following topics:

• Defining, Evaluating and Managing Teams
• The Stages of Team Development
• Plus More

Module 8 - Concept of Empowerment & Ownership

This module covers the following topics:

• Valued People Value Customers
• Myths about Empowerment
• Empowerment is Appropriate for All Organisations
• Developing a Set of Discretionary Awards
• Plus more

Module 9 - Effective Communication

This module covers the following topics:

• Importance of Effective Communication
• Developing A Communication Strategy
• Communication of Service Quality to the Internal Customer
• Training Material
• Plus more

Module 10 - Active Listening

This module covers the following topics:

• The Basics of Active Listening
• Understanding the Communication Process
• Plus More

Module 11 - Building strong relationship with Customers

This module covers the following topics:

• Incentives and Loyalty Schemes
• Operational CRM
• The Goal of CRM (Customer Relationship Management)
• The Primary Stages of the CRM Value Chain
• Plus more

Module 12 - CRM (Customer Relationship Management)

This module covers the following topics:

• Different Faces of CRM
• Privacy Issues
• Development of Customer Relationship Management Plan
• Strategies for Customer Retention
• Plus More

Module 13 - The Right Way to Manage Unprofitable Customers

This module covers the following topics:

• Dealing with Unprofitable Customers
• Change Unprofitable Customers into Profitable Customers
• Evaluating Your Customers’ Value, Segment by Segment
• Plus more

Module 14 - Handling complaints

This module covers the following topics:

• Performance Response Standards
• Complaints Analysis Reports
• Resolving Problems and Quality-Improvement Activities
• Plus more

Module 15 - Conflict Resolution

• Understanding Conflicts and Its Types
• Different Stages of Conflict
• The Role of Communication in Conflict Resolution
• Conflict Management

Module 16 - Anger Management

• The Assertiveness Formula
• Questioning Skills
• Other Ways of Managing Anger
• Relaxation Techniques

Module 17 - Stress Management

This module covers the following key topics:

• Understanding Stress
• Strategies to Manage stress
• Time Management

Module 18 - Time Management

This module covers the following key topics:

• Prioritising your Time
• Changing Our Perspective
• Setting Goals with SPIRIT
• Setting Up a Routine

Module 19 - Telemarketing

This module covers the following topics:

• Verbal Communication
• Exceptional Things About Telephone Sales
• Active Listening Skills
• Developing Your Script
• Pre-Call Planning

Module 20 - Importance of Feedback in Customer Service

This module covers the following topics:

• Barriers to Listening
• The Monitoring of Complaints and Compliments
• Self-Completion Questionnaires
• Measuring Customer Loyalty
• Plus more