Customer Service Excellence for Managers

This course shows you the steps you need to take to run a successful customer facing and quality driven business. This course is directed toward Customer Service Excellence Professionals, those individuals who are custodians of the organisations’ customer service excellence and quality standards.

COURSE CONTENT

Customer Service Excellence

• • Discuss and relate to the concepts of
  • Customer needs and expectations
  • Supplier management
  • The customer experience
  • Customer service strategy
  • Customer satisfaction and Customer loyalty drive profitability
  • The key principles of customer service

Customer Service Standards

• • The Customer Service Policy
  • The Customer Service Objectives
  • The Customer Service Strategy
  • The Customer Service Tactics

Quality Management – Customer Service

• • Dimensions of Service Quality
  • Tools for Creating Market Value
  • What are Customer Needs and Wants
  • Understand the importance of quality management
  • Describe the factors that cause quality management systems to fail
  • Understand the different ways that you as an employee can affect quality
  • Use the material presented to develop a quality-centred approach to your role
  • Identify the role of the quality management system and the interdependencies within your organization required to make it function

Creating Value in the Workplace

• • Create value by removing “waste”
  • Classify work operations
  • “Flow” the business operation
  • Carry out the steps to create work flow and customer satisfaction
    • Identify the work operations
    • Develop the Process Flow Diagram (PFD)
    • Construct Flow Diagram
    • Value Stream Mapping
    • Defining the Work Activity Families
    • Standardising Work

Using Basic Quality Tools

• • Relate to the concept of a customer quality process
  • Describe what is meant by the Cost of quality
  • Use basic quality analysis tools

Customer Surveys

• • Determine how to identify the factors influencing customer experience
  • Put into place customer surveys
  • Measurement approaches
  • survey techniques

FOR WHOM:

Supervisors, Team Leaders, Managers, Customer Service Staff, Administrators, Call Handlers, Telemarketers.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.