Customer Service Management

"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
• Salespeople 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

You can view all our courses HERE