Workshop on Advanced Customer Service Management

Program overview:

In the current business environment, customer satisfaction and customer experience are interwoven into an organisation's financial success and are a significant part of the organisation’s reputation. A positive customer experience relates to effective and consistent customer service excellence.

The company’s most vital asset is its customers. Without them, the company would not succeed in business. When we satisfy our customers, they not only help our organisation grow by continuing to do business with us, but they are more likely to recommend us to friends and associates.

Organisations which demonstrate a consistent customer service strategy, commitment to investing in a high-performance workforce and customer-focused systems enable extraordinary service delivery that enhances customer satisfaction and lasting relationships.

This program is designed to give insight and in-depth analysis on how to build lasting rapport with customers, uncovering their needs to build world-class customer service in any way that will enable “them” customers to become advocates for our businesses in person and online, creating word-of-mouth advertisement most effectively and cheaply.

For whom:

This program is designed for managers responsible for providing services, products or information to internal and external customers. Managers responsible for training, customer service, sales professionals, technical and support personnel, field sales representatives, finance and credit controllers, frontline staff, marketing communication specialists, public relations personnel, and SME business owners will benefit from this course.

Learning objectives:

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

• acquire customer care skills and know the challenges involved;
• analyse and identify strengths and weaknesses in their organisation’s customer care approach;
• develop influencing skills to build long-term relationships with key customers;
• manage customers’ perception of risk;
• describe different customer behaviour styles and how to approach them;
• turn every customer complaint into an opportunity to maximise relationships for positive outcomes;
• understand what exceptional customer care is and develop tactics and attitude to demonstrate this level of service;
• use the telephone, the internet and social media in delivering exceptional customer service at all times;
• deal effectively with anger, aggression and complaints of customers for positive outcomes;
• have in-depth insights into customer experience and satisfaction; and
• Create a customer-centric workplace with customers as kings and queens of the business.

Course Booking

Please use the “book now” or “inquire” buttons on this page to either book your space or make further enquiries.