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