Course Description

The rise of the Internet, of price-comparison websites, Peer-review websites and especially Social Media has transformed the business environment globally.  Traditional points of differentiation have been eroded by search, tap and click.  Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation.  To win under these new rules, organisations have no choice but to become truly customer focused.

Course Objectives:

At the end of this training seminar, you will learn to:

• Describe the importance of the leader as a role model for customer service excellence
• Establish the importance of setting and reviewing customer service standards
• Describe techniques to motivate teams and individuals for peak performance
• Develop effective communication strategies to promote team building
• Evaluate surveys to accurately monitor customer satisfaction
• Design a realistic and challenging customer service employee training program

Who should attend?

• Sales Managers
• Customer Service Managers
• Team Supervisors
• Frontline Customer Service Representatives (CSR)
• Account Managers
• Field Service Representatives
• Department Managers
• Marketing Managers

Delivery Method: Lectures, discussions, syndicate work, case studies, role – play and group exercises. Audio – Visual aids will be used to reinforce these training and learning methods

Venue:  

Fee: 

Duration: 1 Week

Date: April 24th – 28th, 2023