Customer Service Management

Duration: 2 Days
Time: 8:30am-4:00pm

"Customers are the lifeblood of an organisation. Organisations that nurture and respect these relationships serve the needs of their customers, which leads to long term relationships that benefit both parties"

WHO SHOULD ATTEND

• All staff! Everyone has internal customers within the business
• Anyone dealing with external customers
• Sales people and Debtors Clerks
• Managers wanting to improve inter-departmental relationships
• Managers working with external customers

HOW YOU WILL BENEFIT

• Customer service will improve – to both internal and external customers
• Internal relationships are enhanced
• Sales may well pick up as professional relationships grow and customer service agents develop a passion for serving their customers
• Skills and techniques for interacting better with customers are developed
• Measurement techniques are learned, which enables continuous improvement

WHAT WILL BE COVERED

• The supply chain
• Internal and external customers
• Strengthening internal customer service orientation
• Strengthening external customer relationships
• Vocal intonation and Body language when interacting with customers
• Establishing rapport and developing professional relationships
• Setting customer service standards and measuring these
• The high cost of poor service
• Measuring customer service against organisational standards, and determining corrective action
• Performance evaluation for customer service personnel
• Methods of obtaining customer feedback
• Providing feedback to line managers and personnel
• Taking Corrective action