COURSE OBJECTIVES

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

• Consider their position as a role model

• Develop their understanding of internal and external customer expectations

• Establish the importance of setting and reviewing customer service standards

• Discuss how to motivate teams and individuals to deliver excellent customer service

• Develop effective communication strategies for teams and customers 

TARGET PARTICIPANTS

• People who wish to develop their customer focused management style would benefit from attending this course. The content is suitable for employees at all levels of the organization

COURSE CONTENT

The Role of the Manager

• Your roles and responsibilities as a customer focused manager

• Your impact on individuals, behavior and culture

• Creating a customer-centric culture within your department Identifying internal barriers to customer focused performance

• Understanding what makes customers loyal

• Environmental scanning – recognizing changing customer expectations 

Understanding Customer Expectations

•     Understanding Customer relationship Management

•     Identifying your internal and external customers – and their expectations

•     Stakeholder analysis

•     Ensuring consistency at every customer interaction

•     Identifying and managing the experiences and expectations of different types of customers

•     Identifying customers needs and issues

•     Using the Quality Gaps model to identify breakdowns in customer satisfaction 

Setting and Reviewing Customer Service Standards

•     Why set customer service standards?

•     Setting SMART objectives for customer standards and satisfaction

•     Reviewing performance against standards

•     Monitoring customer satisfaction

•     Identifying methods to measure your customer satisfaction with the services you provide 

Motivating Teams and Individuals

•     Generating a team spirit

•     Providing support and recognition

•     Improving team performance – prioritizing for yourself and others

•     Coaching and giving feedback

•     Understanding how the employee experience mirrors the customer experience

•     Building commitment within your team to deliver a quality service 

Effective Communication with Teams and Customers

•     Overcoming barriers – ensuring your communication gets results

•     Assertiveness team briefings and meetings

•     Handling conflict within the team and promoting co-operative behavior.

•     Methods of communicating with customers

COURSE FEEFEE FOR UK, ISTANBUL                          = £2900

FEE FOR MALAYSIA INDIA, UAE, CAIRO  = £2500

FEE FOR USA