Customer Service Management Masterclass
Customer service for management is a crucial area for managers and supervisors managing a customer service team in order to have a pan-organizational customer service philosophy that actually works.
Malta Customer Delight Management Masterclass
Customer Service delight for management and how to manage a team of 'customer service delighters' is what this programme is all about with case studies in customer service from various top customer service companies such as Apple, Singapore Airlines and Disney Resorts.
Customer Service managers, business owners and managers wanting a better managerial understanding of the customer service obligations and how to handle them in any industry.
- Maximum 8 attendees
- 30 days of one to one support
- Programme director with at least a Masters Degree in the subject
- Convenient afternoon timings or in-house at any time
- Can be configured to address a number of professions and industry sectors
EUR319 ex VAT per participant
Customer Psychological frames in various scenarios
Advance look at various psychological mind sets of clients when they seek customer service assistance and what to read especially when problems start to escalate out of and from our teams efforts.
Managing client - situational customer service
Managing situations from a customer service, business unit and legal point of view in order to save the Brand equity at stake via the use of simulated situations.
Managing customer service staff
Managing staff facing the client is crucial as in 80% of cases of mis-managed customer service episodes staff would have got it wrong despite their assumed goodwill.
Managing difficult clients and escalated problems
How to handle the client's problems when they escalate at three different levels and how to iron out these situations in order for them not to end up in the social media or worst still at court.
Customer service and the law related to post purchase relationship
What are the rights and obligations of delivering a service or product and knowing what is a right or a goodwill gesture.
Managing out of control situations
How to deal with problems that entered the legal or social media arena and our Brand equity is at stake.
Customer service as a profit centre - insight into customer servicing
How to create customer service revenue points in the service delivery model and transform customer service as a revenue stream rather than a cash starved cost centre.