Customer Service Management

Exceptional customer service is often the key differentiator between companies. While competing products can be similar and easily replicated, outstanding customer service requires a comprehensive, organization-wide effort. This effort must be driven from the top and integrated into every aspect of the organizational culture. By building a customer-centric organization, companies can become formidable competitors with models that are difficult to imitate. This course explores what it takes to create such an organization.

The course employs a variety of methods including case studies, self-assessment exercises, application of service quality tools, video clips with debriefing sessions, as well as oral and written questions that spark debates. Brief presentations by both consultants and participants are also included.

• Customer orientation
• Conceptual thinking
• Balanced decision-making
• Quality orientation
• Understanding customer motivation
• Persuasion

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

• Develop a comprehensive customer care approach by considering seven key aspects of customer service
• Design objectives and programs to enhance internal customer satisfaction
• Evaluate and analyze customer satisfaction surveys
• Leverage customer complaints as opportunities for service improvement
• Draft effective Service Level Agreements (SLAs) to ensure clarity and compliance
• Assess the service aspect of their organization or department using well-chosen Key Performance Indicators (KPIs)