Customer Service Management Course


INTRODUCTION

Good customer service can be considered as the 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.

DURATION

10 days.

WHO SHOULD ATTEND

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.

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)

TOPICS TO BE COVERED

Module 1: Defining and appreciating the customer

    • Definition of customer
    • Definition of customer service
    • The internal and external customer

Module 2: Importance of the internal customer

    • The need for motivated employees
    • The need for qualified employees
    • Silo mentality
    • Destroying the silos

 Module 3: 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 customer-centric organization

 Module 4: 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 (servqual) gaps model

Module 5: 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

Module 6: Service Level Agreements (SLAs)

    • SLA definition
    • Characteristics of effective SLAs
    • Key elements of an SLA
    • Steps in SLA development
    • Quality versus cost
    • SLA metrics

 Module 7: 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
    • Action plan for developing your conflict resolution skills and influence from anywhere in the organization

Enroll for this Course

We are proud to offer this course in a variety of training formats to suit your needs.

IRES

Enroll for a Face-to-Face (In-Person) Class

We use the highest quality learning facilities to make sure your experience is as comfortable as possible.

Register Here
IRES

Enroll for a Virtual (Zoom) Class

Join a scheduled class with a live instructor and other delegates.

Register Here
IRES

Enroll for an Online Self-Paced Class

Keep track of your own progression throughout your course and ensure continuous improvement.

Register Here

Benefits of Taking a Course at IRES

LEARN

Our courses are carefully curated to keep you abreast of latest industry trends, technological advancements, and best practices. We employ a variety of teaching methodologies, including hands-on workshops, case studies, and interactive sessions, all aimed at fostering an engaging and effective learning environment. Our expert instructors bring a wealth of knowledge and real-world experience, providing our clients with insights that can be immediately applied in their professional lives.

NETWORK

Our courses serve as a vibrant platform for professionals to connect and engage with a diverse community of peers, industry leaders, and experts. By participating in our programs, you gain access to an invaluable network that spans across various sectors and geographical boundaries. This networking aspect is not just about forming professional relationships; it's about creating a supportive ecosystem where ideas, opportunities, and collaborations can flourish.

GROW

Our courses are designed to challenge and inspire professionals to step out of their comfort zones and explore new horizons. Through a combination of theoretical knowledge and practical application, our programs help professionals refine their existing skills and acquire new ones, making them more versatile and competitive.

FAQs & Course Administration Details:

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on Phone: +254 715 077 817 or Email: [email protected].
The instructor led trainings are delivered using a blended learning approach and comprise of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields. All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.
Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Payment should be transferred to IRES account through bank on or before start of the course. Send proof of payment to [email protected].
Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer. Email: [email protected] Phone: +254 715 077 817.

Who else has taken this course?


# Job Title Organisation Country
1 Customer Care Manager ASTAAN TV Somalia
2 Quality Assurance Officer I Tanzania Bureau of Standards (TBS) Tanzania, United Republic of
3 USAID Sudan
4 Senior Administration officer County Assembly of Turkana Kenya
5 Branch Manager NAWEC Gambia