Customer Service Training for Managers - Durban

Customer Service Training for Managers

Building a Culture of Great Customer Service

This Customer Service Training: Management Level - which we run publicly, in-house and virtually throughout South Africa - is Seta accredited, and is aligned to Unit Standard 242829: Monitor the level of service to a range of customers.

Suitable for:  Managers, Management Teams, and Change Management Committees

Course duration: 2 days

NQF level: 5

Credits: 8

Course content and outcomes:

Through this Customer Service - Management Level Training Course, delegates will learn:

• What great internal customer service looks like
• What great external customer service looks like
• Why winning organisations don’t leave internal service delivery to chance
• The transformational roles and responsibilities of senior management
• Understanding the inverted pyramid of internal customer service
• Identifying the internal customer value proposition
• Tracking internal service delivery to external service reality
• The GAPS model of service quality
• Factors that influence customers’ expectations
• The five dimensions of service quality perceptions: reliability, responsiveness, assurance, empathy and tangibles
• Service encounters as the building blocks of customers’ service perceptions
• Building the culture of great service
• The principle of CARE
• What do organizations with high repeat business have in common?
• Killer phrases that destroy customer retention
• Teamwork and the service chain
• Analysing the service culture of your company

• Understand the 4 basic needs of every internal and external customer
• Understand the customer value chain in your organisation
• Building capacity within the hearts and minds of individuals & teams
• Processes to shift the culture to inter-departmental cooperation
• Creating and sustaining the communication platform
• Processes for frequent feedback on internal customer service
• KPI’s and SLA’s - Identifying internal customers’ needs and expectations
• How to communicate team needs - and get great service
• How to build a serving attitude within your company’s teams
• Create collaboration across teams for inter-departmental teamwork
• Relationship building skills for great customer service
• Handling internal and external customer complaints

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Click to view all our Customer Service Training Courses