Target Audience

Directors, managers and executives responsible from managing the customer service function.
Programme Standards

- Maximum 6 attendees
- 30 days of one to one support
- Handouts
- Programme director/s with at least a Masters Degree in the subject
- Convenient morning timings or in-house at any time for a minimum of two bookings
- Can be configured to address a number of professions and industry sectors

Price

EUR248 ex VAT per participant.
Customer Service Management  Workshop​

These topics provide a comprehensive framework for effectively managing customer service operations and fostering a customer-centric culture within organizations, ultimately leading to improved customer satisfaction, loyalty, and business success.
Topics Covered

1.  Understanding Customer Needs and Expectations: 
   - Techniques for empathetic listening and effective communication with customers to identify their needs and preferences.
   - Strategies for gathering and analyzing customer feedback through surveys, focus groups, and social media monitoring.
   - Importance of customer segmentation and personalization to tailor service offerings and experiences to different customer segments.
   - Implementing customer journey mapping to understand the end-to-end customer experience and identify pain points and areas for improvement.

2.  Building a Customer-Centric Culture: 
   - Creating a customer-centric mindset among employees through training, coaching, and recognition programs.
   - Aligning organizational goals, values, and behaviors with the overarching goal of delivering exceptional customer service.
   - Empowering frontline employees to make decisions and take ownership of customer issues to drive customer satisfaction and loyalty.
   - Fostering a culture of continuous improvement and innovation to adapt to evolving customer needs and market trends.

3.  Implementing Effective Service Strategies: 
   - Developing service standards and performance metrics to measure and track customer service quality and employee performance.
   - Establishing service level agreements (SLAs) and response protocols for handling customer inquiries, complaints, and escalations.
   - Leveraging technology and automation tools to streamline service processes, improve efficiency, and enhance the customer experience.
   - Implementing omni-channel customer service strategies to provide seamless support across multiple channels, including phone, email, chat, and social media.

4.  Managing Customer Relationships and Retention: 
   - Strategies for building long-term relationships with customers through personalized interactions, loyalty programs, and customer appreciation initiatives.
   - Effective complaint resolution techniques to address customer issues promptly and turn negative experiences into opportunities for loyalty and advocacy.
   - Proactive customer engagement and outreach strategies to stay connected with customers and anticipate their needs.
   - Developing customer retention metrics and strategies to reduce churn, increase customer lifetime value, and drive revenue growth.