Customer Service Training for Managers

Building a Culture of Great Customer Service

Customer Service Training for Managers
This Customer Service Training for Managers is offered throughout South Africa as
in-house, public and online training

Customer Service Training for Managers

Building a Culture of Great Customer Service

Suitable for: Managers and Management Teams

Course Duration: 2 days

NQF Level: 4

Course Objective:

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.

Course content and outcomes:

Through this Customer Service – Management Level Training Course, delegates will learn:              Customer Service Training

  • 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
To enrol delegates on this Customer Service Training for Managers,
click on the link below

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