Customer Service Management
Any organization that wants to become successful, competitive and to remain successful must care for its customers and deliver excellent service. In today’s competitive environment satisfying customers’ needs, wants and expectations is a very important objective of any organization regardless of whether it is for profit or nonprofit. Customers drive the way organizations should conduct their businesses. Organizations must plan to deliver great service to the ever demanding and more enlightened customers. Poor customer service is very frustrating and cannot be tolerated. Leonard Berry (1995) wrote “Everyone loses when service is poor. Customers lose. Employees lose. Senior Managers lose. Suppliers lose. Shareholders lose. Communities lose. The country loses. Poor service has no redeeming virtue, nor does mediocre service for that matter. Service excellence is more profitable, more fun, and more conducive to better future.”
Serious organizations would not like to lose its customers, hence, the need to strategize on improvement of its service delivery through training among others.
Suitable for all level of staff from directors to supervisors involved with customer services, sales and marketing, customer relationship management and other middle to senior managers whose work is closely related to providing customer services.
At the end of the programme,, participants will be able to:
- Apply customer service concepts to enhance organizational performance through customer service;
- Explain the importance of customers and their expectations;
- Use customer service principles to develop and maintain customer service driven culture in their organizations;
- Identify and implement elements for great service;
- Apply techniques to enable the organization develop and implement effective complaints management system;
- Identify appropriate attitudes, methods and approaches for handling different types of customers;
- Evaluate and improve their interpersonal relationships as well as effective communication.
US$ 1500 to cover tuition and training materials only.