Customer Service Training for Managers
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
Click to view all our In-house, Public & Virtual Training Courses
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