Customer Service Management - Virtual Learning

Why Attend

Good customer service can be considered as the big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer centric organization.

Course Objectives

By the end of the course, participants will be able to:

  • Develop a wholistic customer care approach by taking into consideration seven different aspects of the definition of customer service
  • Create objectives and programs to maximize internal customer satisfaction
  • Evaluate the design, implementation and analysis of customer satisfaction surveys
  • Use customer complaints as the springboard for service improvement
  • Write Service Level Agreements (SLAs) to ensure clarity and conformance
  • Assess the service aspect of the organization or department through well chosen Key Performance Indicators (KPIs)

Target Audience

Executives, managers and decision makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.

Target Competencies

  • Customer orientation
  • Conceptual thinking
  • Balanced decision making
  • Quality orientation
  • Understanding of prospects’ motivation
  • Persuading others
  • Defining and appreciating the customer
    • Definition of customer
    • Definition of customer service
    • The internal and external customer
  • Importance of the internal customer
    • The need for motivated employees
    • The need for qualified employees
    • Silo mentality
    • Destroying the silos
  • Customer service as a strategic imperative
    • From ‘suspect’ to ‘partner’
    • Going up the ladder
    • The 'KANO' model
      • ‘Basic’ attributes
      • ‘Performance’ attributes
      • ‘Delight’ attributes
    • The customer centric organization
    • Customer service as a strategic imperative
    • The 7 practices of customer-centric organization
  • Customer satisfaction surveys and other vital tools
    • Understanding your customers
    • Importance of segmentation
    • Principles of customer segmentation
    • Focus groups
    • Customer satisfaction surveys
      • Key terms
      • Major survey methods
      • Questionnaire examples
      • Customer survey guidelines
      • Types of satisfaction surveys
      • Basics of sampling
      • Attributes to measure
      • Customer satisfaction index
    • 'RATER' in depth
    • Service quality (servqual) gaps model
  • Customer complaints and service recovery
    • Facts and their implications
    • Symptom versus cause
    • Root cause analysis
    • Failures do happen
    • The recovery paradox
    • The strategic initiative
    • Tactical activities
    • The ‘WOW!’ factor
  • Service Level Agreements (SLAs)
    • SLA definition
    • Characteristics of effective SLAs
    • Key elements of an SLA
    • Steps in SLA development
    • Quality versus cost
    • SLA metrics
  • KPIs for customer service
    • Monitoring performance through key performance indicators
    • The 4 perspectives of the balanced scorecard
    • Impact of the customer perspective
    • Characteristics of good KPIs
    • Building customer service KPIs

Meirc Professional Certificate (MPC)

MPC certified courses by Meirc Training and Consulting are designed for those willing to challenge themselves and go the extra distance. Participants who fully attend an MPC course and successfully complete the test on the last day, will receive a Meirc Professional Certificate (MPC), in addition to the one they receive for attendance. MPC certificates are regionally recognized and can be quite valuable when applying for more senior roles within the organization or outside.

MPC
Per participant

USD 2,250

Fees + VAT as applicable

Tax Registration Number : 100239834300003

Online Training

29 Nov - 3 Dec, 2020

English

10:00 to 14:00 (UAE)

9:00 to 13:00 (KSA)