Overview

This five-day customer service course covers how to engineer a top-quality service culture

You will learn to manage and coach customer service teams committed to customer happiness

Topics include handling complaints, retaining relationships and optimising every touchpoint

After this course you will be able to:

  • Analyse your customer service process and improve its value to your customer.
  • Use a variety of techniques to develop a customer-focused culture.
  • Increase the credibility of how you communicate with your customers.
  • Define and understand excellence in service delivery.
  • Recognise your role and responsibilities as a customer service manager.
  • Use feedback as a tool to recognise excellence and improve performance.
  • Analyse your customer service process from end to end.
  • Make a 360° map of your organisation’s touchpoints.
  • Identify which customer touchpoints are working and those that are not.
  • Use a proven best practice approach making change happen when managing customer complaints.

 

Who should attend?

This is an advanced-level course designed for learners in senior roles, aspiring to mastery and innovation. Learning is pitched at a level to help you to synthesize best practice and direct strategic implementation.

Learning outcomes

  • Analyse your customer service process and improve its value to your customer.
  • Use a variety of techniques to develop a customer-focused culture.
  • Increase the credibility of how you communicate with your customers.
  • Define and understand excellence in service delivery.
  • Recognise your role and responsibilities as a customer service manager.
  • Use feedback as a tool to recognise excellence and improve performance.
  • Analyse your customer service process from end to end.
  • Make a 360° map of your organisation’s touchpoints.
  • Identify which customer touchpoints are working and those that are not.
  • Use a proven best practice approach making change happen when managing customer complaints.

Outline

Days 1-2: Expert Complaint Handling to Build and Retain Customer Relationships

  • Personal impact on customers
  • Why customers complain
  • Managing angry and abusive customers
  • Having a clear customer service process
  • Building customer relationships that lead to loyalty

Day 3: Managing and Coaching Your Customer Service Team

  • Manager as a role model
  • Understanding your customers’ expectations
  • Motivating the team and the individual

Days 4-5: Improving the Customer Experience at Every Touchpoint

  • The Customer Service Process
  • A 360° View of Your Organisation
  • Touchpoint Management
  • Understanding Customer Expectations
  • Developing a Customer-focused Culture
  • Improving Customers’ Experience
ISOC trainers

Training staff include