Managing Customer Service

Programme benefits

As managers we are instrumental in ensuring that the concept of customer care is implemented effectively within the company. This programme develops skills to ensure the participants are equipped to support the concept of customer service when managing their own teams on a day to day basis.

Objectives

By the end of this programme, participants will be able to:-

• Understand the importance of customer service and what they can do to improve it.
• Develop techniques in complaint handling, such as rapport as a complaint handling tool; taking action; turning the complaint into a positive opportunity to enhance credibility with the customer; management involved in complaint handling
• Demonstrate the skills of rapport and responsibility by; the first impression; attitude and approach; the need to establish rapport; two way communication; taking responsibility for the customer.
• Impart the concept of excellent customer service by communicating the concept to their teams; how to ensure commitment from all team members; confronting resentment and ill feeling; managing the change of approach.
• Produce an effective and practical action plan for use in the work place.

Methodology

The programme typically makes use of the following techniques:-

• Practice sessions
• Exercises and discussions
• Trainer led input
• Simple models
• Concise support materials
• Video support

Duration: One day