Customer Service Management

Why Attend

Good customer service can be considered as a big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer-centric organization.

Course Methodology

Case studies, self-evaluation exercises, application of service quality tools, video clips with debriefs, oral and written questions resulting in debates and more are all used in this course in addition to brief consultant and participant presentations.

Course Objectives

By the end of the course, participants will be able to:

  • Develop a holistic customer care approach by taking into consideration seven different aspects of the definition of customer service
  • Create objectives and programs to maximize internal customer satisfaction
  • Evaluate the design, implementation and analysis of customer satisfaction surveys
  • Use customer complaints as the springboard for service improvement
  • Write Service Level Agreements (SLAs) to ensure clarity and conformance
  • Assess the service aspect of the organization or department through well-chosen Key Performance Indicators (KPIs)

Target Audience

Executives, managers, and decision-makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.

Target Competencies

  • Customer orientation
  • Conceptual thinking
  • Balanced decision making
  • Quality orientation
  • Understanding of prospects’ motivation
  • Persuading others

Location:

AATICD Campus or Online or Inhouse

Training Dates:

Course starts every Monday of every Week.

Course Fees:

To be sent via Proforma Invoice to your e-mail

Note: Please fill in the online application form on the left or bottom if this page to receive a quotation from AATICD.

How to Apply:

To Apply Simply Fill in the Online Enquiries / Applications form on the Right Sidebar or Bottom of this website http://www.aaticd.co.za

NB:

When filling the online application form; please take note of your desired Training Month, Duration in Weeks and Training Session. This will give us the exact dates you will be attending your classes.

Also note that Tuition Fees must be paid upfront on or before training start date. This is to ensure that all resources are made availabe for you before you start. You will not be allowed into training if fees are not paid and verified.

Also note that Tuition Fees Cancellations must be made 14 business working days before the starting date of training. This will allow us to do a 50% refund of the total amount paid. If cancellations are made thereafter note that no refund will be made to delegates.

Tuition Fees include teas and lunch as well as either a laptop or tablet which a delegate will take home free of charge.

Tuition Fee DOES NOT include Accommodation, Dinners and other Extra Curricular Activities or Incidentals. Delegates are expected to fund this on their own. AATICD will not be held accountable for any incidents to delegates.

In-House Trainings are also available for 10 or more delegates for any duration. Please consult with our Administration for such In-House training bookings.


Course Outline

  • Defining and appreciating the customer
    • Definition of customer
    • Definition of customer service
    • The internal and external customer
  • Importance of the internal customer
    • The need for motivated employees
    • The need for qualified employees
    • Silo mentality
    • Destroying the silos
  • Customer service as a strategic imperative
    • From ‘suspect’ to ‘partner’
    • Going up the ladder
    • The ‘KANO’ model
      • ‘Basic’ attributes
      • ‘Performance’ attributes
      • ‘Delight’ attributes
    • The customer-centric organization
    • Customer service as a strategic imperative
    • The 7 practices of a customer-centric organization
  • Customer satisfaction surveys and other vital tools
    • Understanding your customers
    • Importance of segmentation
    • Principles of customer segmentation
    • Focus groups
    • Customer satisfaction surveys
      • Key terms
      • Major survey methods
      • Questionnaire examples
      • Customer survey guidelines
      • Types of satisfaction surveys
      • Basics of sampling
      • Attributes to measure
      • Customer satisfaction index
    • ‘RATER’ in-depth
    • Service quality (sequel) gaps model
  • Customer complaints and service recovery
    • Facts and their implications
    • Symptom versus cause
    • Root cause analysis
    • Failures do happen
    • The recovery paradox
    • The strategic initiative
    • Tactical activities
    • The ‘WOW!’ factor
  • Service Level Agreements (SLAs)
    • SLA definition
    • Characteristics of effective SLAs
    • Key elements of an SLA
    • Steps in SLA development
    • Quality versus cost
    • SLA metrics
  • KPIs for customer service
    • Monitoring performance through key performance indicators
    • The 4 perspectives of the balanced scorecard
    • Impact of the customer perspective
    • Characteristics of good KPIs
    • Building customer service KPIs