Customer Service Training for Managers

Building a Culture of Great Customer Service

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