Organisation: Donna Earl Training
Category: Customer Service
Description: Managing Excellent Customer Service is a customized, on-site program. This awareness and skill-building workshop addresses organizational requirements for delivering excellent customer service. The course also focuses on the unique issues facing customer service managers. Hiring and motivating customer contact personnel, dealing with escalated problem customers, and negotiating and liaising with internal customers will be covered. Participants will also learn how to represent the economic value of excellent customer service for their organization. Customer Service managers will learn key strategies in customer loyalty and customer retention.
COURSE DESIGN: Two-day workshop with follow-up coaching. Highly interactive, with group discussion, lecture, individual and group learning exercises.
WHO SHOULD
ATTEND: Appropriate for customer service managers, field service managers, help desk managers, contact center managers.
KEY TOPICS: How the perception of customer service is created
The role of corporate culture in delivering customer service
How customer service management differs from other management positions
4 vital competencies of an effective customer service manager
Hiring employees who have appropriate skills
Communication skills/listening and sending messages
Sharing feedback (positive and corrective) with employees
Creating a motivational environment
Setting and reinforcing performance standards
Handling customer complaints
Defusing the angry or abusive customer
Customer surveys and internal feedback forums
BENEFITS: At conclusion of the course participants will be able to:
Support organizational customer service goals
Create a climate which enables exceptional customer service Hire employees who have customer service aptitude
Structure positions to avoid employee burn-out
Reduce miscommunications
Create a highly productive and motivational environment
Defuse angry or abusive customers in escalated situations
Gather evaluate and utilize customer feedback
Improve processes and service level
Identify ways to continuously improve customer service
Reduce employee burn-out and turnover
Price: NA
Contact: Donna Earl Training
USA
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