ADVANCED CUSTOMER SERVICE MANAGEMENT

Course Reference: OP.9
Duration: 10 days
Location: London

Who should attend?

Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:

• Managers and customer-facing employees wishing to raise their organisation’s level of service
• Front-line teams who respond to verbal and written service enquiries and complaints
• Employees in the service sector and public utilities
• Supervisors and service team members
• Marketing executives

 

By the end of the course delegates will be able to:

• Communicate more effectively and positively with customers
• Create good first impressions and build trust levels
• Meet high standards of response and resolution
• Develop their own personal toolkit to lift service levels
• Improve first contact resolution pro-actively identifying complaints and fixing them
• Turn around entrenched, emotionally charged and dissatisfied customers
• Analyze complaints and recognize patterns to avoid them in the future

WEEK 1:

• An Introduction to Customer Service
• Essential Customer Service Communication Skills
• Dealing with stress and calming upset customers
• Maintaining a positive and customer-friendly attitude
• Development of a toolkit to build stronger and long-lasting customer relationships

WEEK 2:

• Main components of a Complaints Management Process
• What Customers Look for When They Complain
• People Issues
• Skills and Behaviours Needed for Dealing with Complaints
• Learning from Complaints

Executive Laptop
£600

Operating System: Windows 10

Processor: Intel Core i5 2.4GHz

Memory: 6GB DDR4

Storage: 1TB HDD

Display 15.6"

 

Apple iPad
£550

Capacity: 128GB

9.7" Retina display

A10 chip with 64-bit architecture and M10 motion processor

Wi-Fi and Cellular

 

Manager Laptop
£400

Operating System: Windows 10

Processor: Intel Core i3 2.8GHz

Memory: 4GB DDR4

Storage: 500GB HDD

Display 15.6"

 

Laptop specifications are subject to change without notice. The above specifications are only for illustration purposes. A similar or superior laptop will be issued where possible. We will always source the best quality brand new laptop at the time of purchasing. The invoice must be paid in advance before the laptop is released to the delegate.