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Managerial Facilitation of Value-Added Customer Service Excellence Course - Diploma Postgraduate

By: HRODC Postgraduate Training Institute, A Postgraduate-Only Institution

United Kingdom

04 - 08 Feb, 2019  5 days

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GBP 5,000

By the conclusion of the specified learning and development activities of Managerial Facilitation of Value-Added Customer Service Excellence Course, the participant will be able to demonstrate a heightened understanding of the following concepts and issues:

Part 1: Contribution of Good Customer Service to Organisation’s Mission and Vision Establishing Good Strategy Policy

  • Benchmarking and Good Practice in Customer Care,
  • Balanced Scorecard,
  • Internal and External Factors Influencing Client Behaviour,
  • Client Motivation,
  • Responsibility of the Service Provider and Manufacturer,
  • Value of Front – Line Staff to Organisational Effectiveness,
  • Features of A Client-Driven Organisation,
  • How Can We Assure Clients That They Are Getting A Good Deal?,
  • Working Towards Clients’ Continued Accessing of Service.

Part 2: Creating Value through Service Excellence

  • The Sales of Goods Act,
  • Legal Interpretation of ‘Fitness for Purpose’,
  • Sensitisation and Client Needs: Role Transposition,
  • What to Know About Your Clients,
  • Who Has Customer/ Client-Relation and Customer/ Client-Relation Responsibility?,
  • Maintaining a Generalised Client Information System,
  • Dealing with Sensitive Situations: Confidentiality Vs Disclosure.

Part 3: Dealing with and Irate Client: Understanding Clients’ Frustration

  • Improving Worker-Client Relation,
  • Dealing With ‘The Irate Customer/ Client,
  • Communication: Perfecting ‘The Approach’ and Offering Assistance,
  • Empowering Front-Line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’,
  • Seeking Help and Advice from Colleagues and Managers, When Faced With Difficult Situations,
  • Contribution to the Maintenance of Customer / Client Loyalty.

Part 4: Responsibility

  • Dealing With Conflict between Client / Customer and Front Line Staff,
  • The Responsibility of Service Provider and Manufacturer,
  • Client Service: The Legal Environment,
  • Obligations of the Retailer/ Service Provider under the ‘Sale of Goods Act 1979’,
  • The Responsibility of Service Provider and Manufacturer.

Part 5: Internal Customer

  • The Role of Trading Standards in Dealing with Consumer Complaints,
  • Developing Understanding of Internal Customer Needs,
  • Conflict in Internal Customer Relationship,
  • The Importance of Training and Development in Promoting Customer Service Excellence,
  • Customer Client Relationship and Performance Management,
  • Internal Reward System as a Catalyst for Customer Service Excellence.
  • This managerial facilitation of value-added customer service excellence course - diploma postgraduate (London) is designed for:
  • Executives
  • Directors
  • Board of Directors
  • Consultants
  • General Managers
  • Senior Managers
  • Middle Managers
  • Junior Managers
  • Internal Change Agents
  • External Change Agents
  • Supervisors
  • Team Leaders
  • Department Heads
  • Personnel Managers
  • Business Owners
  • Entrepreneurs.
London Feb 04 - 08 Feb, 2019
GBP 5,000.00 + 250.00 (VAT)(The course cost does not include living accommodation. However, delegates are treated with the following: Continuous snacks throughout the Event Days; Hot Lunch on Event Days; City Tour; Hand-outs; Stationery.)
(Convert Currency)

Ms. Michelle +442071938392; +447487877573; +639368309409

We offer very attractive discount for groups of 3 and more people, from the same organisation, taking the same course. Courses are delivered in over 30 Cities including Miami, London, Dubai, Kuala Lumpur, Paris, Milan.
Prof. Dr. R. B. Crawford
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