This managing and improving customer service process training course is designed to examine the processes and techniques required, and to identify any of your existing skill gaps in order to ensure that; your customer service function can meet its customers' needs. This will provide department managers with an in-depth analysis of process and service techniques, allowing the appropriate approach required to be implemented resulting in; the achievement of excellence in customer service and a more effective customer service department.

Delegates will have an opportunity to work on and improve their own customer service process through a series of activities including questionnaires, discussion and role play.

Course Objectives

Understand the relationship between customer loyalty and customer care.
Recognise your role and responsibilities in building and enhancing customer loyalty, meeting customer needs and exceeding expectations.
Identify the gaps in your current customer service process.
Set customer service levels and measure performance that will deliver excellence by meeting and exceeding customer expectations.
Set up continuous improvement processes to remove areas of frequent customer dissatisfaction.

Course Designed For

Managers responsible for the continuous improvement of their customer service function by ensuring the efficient and effective running of the customer service process.

Course Duration

One Day

Maximum Number of Delegates

Eight

In-House Delivery Option Available

Yes

Customer Care and Customer Loyalty

Understanding your role and responsibilities
Understanding customer expectations
Relationship management

Reviewing Current Processes - What Works and Where are the Opportunities for Improvement?

Examining the processes end to end
What impression does your customer service create?
Identifying gaps in the customer service process
How to identify recurrent problems and the most appropriate solution

Customer Service - Processes for Continuous Improvement

Contributing to continuous improvement for your organisation
Managing changes in the process - taking people with you
Delivering successful solutions to problems
Building relationships and overcoming barriers to good service
Building customer loyalty
Setting agreed customer service levels
Recording and monitoring customer service issues
Reporting on recurrent trends and identifying appropriate solutions

Personal Development

Drafting a revised and improved process to achieve excellence in customer service within your organisation
Formulating an action plan

£474.00 (£395 + VAT) per Delegate.

Discounts are available if 2 or more delegates from the same organisation attend the same course.

Please read 'How much does each course cost' on our FAQ's page for details.

The reason I attended this course was to examine in detail our customer service processes. I wanted to experience what customers did when visiting our organisation and then to make improvements for the better.

The course exceeded my expectations in every way. I have left the course with more tips, techniques and questionnaires than I will ever be able to use and some firm ideas of what I need to do to improve our customer service.

This is not a course if you are looking to simply improve the way your people interact with customers, but if you are looking for a course that will make you think about what you do, why you do it and how it comes across to customers then this course is for you.

Customer Service Manager - Industrial Moulding Group