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Customer Management Excellence
15 Jan - 19 Jan
This course acquire participant with knowledge, skills and attitude needed for:
Implementing customer service new trends.
How to design the necessary systems and procedures for customer service.
Evaluating organization’s readiness to become customer centric.
Identifying and overcoming customer service problems.
Undertaking organizational culture change.
How to access, analyses, update and utilize customer’s data.
How you communicate with your customer
Who Should Attend ?
Organization’s managers at all levels.
Customer’s service employees.
Sales and marketing employees.
Employees who deal with any kind of customers.
Course Outline :
What customer service excellence means to an organization.
Are you customer-driven.
Transition towards customer focus.
Organization’s readiness checklist (practical application).
Recognizing customer service culture:
The importance of organizational culture.
Undergoing a cultural change.
Change management issues.
Managing customer complaint:
Make it easy for customer to complain.
What to do when things go wrong.
When to tell the truth to the customer.
Communication as a tool to deal with disgruntled customer.
Communicating with customer when you are powerless.
How to gain a 360 degree view of the customer.
Excellent product and service.
Efficient delivery systems.
Comprehensive feedback system.
Effective organizational structure.
User-friendly policies and procedures.
Customer information database.
Understanding perception points and customer value dimensions:
How to deal with customer perceptions and change in expectation.
Case studies for winners from national customer service Award
Partners In Success