Customer Service – Management Level
Building a Culture of Great Customer Service
This Customer Service – Management Level Training Course is offered throughout South Africa
– Cape Town, Durban, Johannesburg, Port Elizabeth –
We now offer this programme, and all our training courses as Virtual Training / Remote Training,
to meet your unique needs arising from the COVID-19 Corona Virus epidemic.
Customer Service – Management Level Training
Building a Culture of Great Customer Service
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Suitable for:
Managers and Management Teams
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| Course Duration: 2 days |
NQF LEVEL: 5 |
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Customer satisfaction is unlikely to happen by chance – it has to be built internally from the base of the organisation.
In this Customer Service – Management Level Training, we explore how to successfully inspire the philosophy, and build the principles and structure that create a culture of great internal customer service. |
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| Course content and outcomes: |
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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 here to view our Customer Service Training Courses.
Click here to view all our In-house, Public & Virtual Training Courses.
Click here to view our Management Training Courses.
To enrol delegates on this Customer Service – Management Level Training Course,
click on the link below:
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