Workshop on Strategic Customer Service Management: (Quality Improvement Process)

Program overview:

In today’s business environment, a key element of business practice is to position one’s product/service differently and create a unique image for it. To achieve this, excellent customer service management is very vital. It is superior service as perceived by customers that makes the difference between successful organizations and unsuccessful ones. This workshop will assist senior personnel who are managers of the front-line staff to acquire better skills and strategies for excellent customer care and relationship building competencies.

For whom:

This program is designed for Customer Relations Managers, Executive Client Service Officers, Call Centers Executives, Teller/Cashiers and Managers who oversees service delivery points.

Learning objectives:

At the end of the program, participants will be able to:

*          design strategies for effective customer service management for enhanced customer satisfaction, loyalty and retention that ensures repeat businesses and good referrals;

*          acquire basic skills in person perception and customer psychology;

*          see customers as the profit Centre of any successful business organization;

*          manage and sustain good customer relations; and

*          manage and sustain good corporate image.

Course outline:

Day 1: An overview of organizational effectiveness (The T.Q.M. Approach)

• Industry Analysis and Strategy Formulation
• Quality Difference: The Q.I.P. Concept
• What do customers really want?
• Total customer management and quality service delivery: Action Plan

Day 2: Managing Personal attitude to customer service.

• Service delivery lapses and Service recovery techniques
• Rationality Vs. Fairness: The Customer’s Perspective
• Responsiveness, Continuous improvement
• Understanding customer psychology and satisfaction parameters for:

Loyalty and Retention

• The concept of quality customer service

management

Day 3: The “Moment of Truth”

• managing the interface between company’s

employees and the customer

• Managing customer-staff conflict
• Principles of diverging and converging:

A creative problem-solving Approach to quality

customer service/

satisfaction      

• Understanding customers need using

effective communication skills in service delivery

• Active Listening – Effective Responsiveness

• Developing the right mind-set for superior customer

service delivery

• right people, – right attitude.
• satisfied employees,
• satisfied customers

Training Methodology

Lectures, discussions, exercises, case studies, audio-visual aids will be used to reinforce these teaching/learning methods.