EXECUTIVE TRAINING PROGRAM

PROGRAM TITLE

Customer Service Audit

OBJECTIVE

At the end of this program, participants will acquire the necessary knowledge and skills to plan and conduct customer service audits in a professional manner.

CONTENT
  • Concept of effective CS audit

  • Audit planning and preparation

  • CS audit methodology and tools

  • Analysis of :

    • CS strategies, plans & programs

    • CS organization

    • CS systems, policies & procedures

    • CS operations

  • Fits-gaps analyses

  • Pinpointing areas of concern

  • Audit report

DURATION
  • Standard version : 3 (three) days

  • Short version : 2 (two) days

METHODOLOGY
  • Lectures

  • Discussions

  • Individual and group exercises

  • Case studies

  • Activities

RECOMMENDED PARTICIPANTS
  • Directors, General Managers

  • Customer Service/Relations Heads

  • Internal Audit Managers/Officers

  • Planning Managers/Officers

  • Quality Control Managers/Officers

 

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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