EXECUTIVE TRAINING PROGRAM

PROGRAM TITLE

ADVANCED CUSTOMER SERVICE MANAGEMENT

OBJECTIVE

This program is designed to provide participants with practical, results-oriented knowledge and skills needed to effectively manage the customer service function of a company.

 

CONTENT

  • The principles of effective customer service

  • Setting customer service goals – objectives – targets

  • Conducting customer service situation analysis; internal & external

  • Internal and external customers’ needs, wants and expectations

  • Pinpointing customer Service Key Success Factors

  • Conducting customer Service SWOT analysis

  • Crafting appropriate customer service strategy, plans and programs

  • Customer service strategy and corporate culture

  • Customer service policies, systems & procedures and resources

  • How to develop an organization capable of implementing the chosen customer service strategy & plans

  • How to develop a customer driven workforce

  • How to change employees into excellent service providers

  • How to continually motivate employees to want to give excellent service

  • How to measure, monitor and control customer service performance

DURATION

  • Standard version : 5 (five) days

  • Short version : 3 (three) days

METHODOLOGY

  • Lectures

  • Discussions

  • Individual and group exercises

  • Case studies

  • Activities

RECOMMENDED PARTICIPANTS

  • Directors/General managers

  • Customer Service Managers

  • Division/Department/Section/Unit Managers

  • People who must make a significant contribution in managing the customer service function

Consulting Services

Management Audit
Strategic Management
Organization Development
HR Management
Marketing
Customer Service

Training Services

In-house Training
Public Workshops

Business Services

Interim Management
Corporate Services
Executive Recruitment
Project Management
Procurement Services

 

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