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

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

United Kingdom

12 - 16 Mar, 2018  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 Mar 12 - 16 Mar, 2018
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)

+44 7736147507, +44 1902 763607, +44 2071935906

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.
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