Managerial Facilitation of Value-Added Customer Service Excellence

HRODC Postgraduate Training Institute
En Central London (Inglaterra)

Más de $ 9000

Información importante

  • Curso
  • Central london (Inglaterra)
  • Duración:
    5 Days
  • Cuándo:
    A definir
Descripción

Limited Objectives: At the end of specified learning and development activities, delegates will be able to: Conduct efficient benchmarking for their organisation. Prepare a balanced scorecard. Identify the internal and external factors influencing client behaviour. Know the responsibilities of service providers and manufacturers.
Suitable for: This course is designed for: Customer Service Representatives. Reception Administrator. Front Line Customer Contact Staff. Technical and Support Personnel. Field Service Representatives. Account Managers. Credit and Billing Specialists. Small Business Owners

Información importante

Requisitos: Degree or Work Experience

Sedes

Dónde se enseña y en qué fechas

inicio Ubicación
A definir
A definir
Central London
Carburton Street, W1W 5EE, London, Inglaterra
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¿Qué aprendés en este curso?

Staff
IT
Customer Service
Benchmarking
IT Development
Service Excellence
Customer Value

Temario

Contents, Concepts and Issues:

DAY 1 -   CONTRIBUTION OF GOOD CUSTOMER  SERVICE TO ORGANISATION, MISSION & VISION ESTABLISHING GOOD STRATEGY POLICY

  • Benchmarking And Good Practice In Customer Care
  • Balanced Scorecard
  • Internal & External Factors Influencing Client  Behaviour
  • Client Motivation
  • Responsibility Of The Service Provider And Manufacturer
  • Value Of Front – Line Staff To Organisational Effectiveness
  • Features Of A Client-Driven Organisation
  • How Can We Assure Clients That They Are Getting A Good Deal?
  • Working Towards Clients’ Continued Accessing Of Service

DAY 2 – CREATING VALUE THROUGH SERVICE EXCELLENCE  

  • The Sales Of Goods Act
  • Legal Interpretation Of ‘Fitness For Purpose’
  •  Sensitisation & Client Needs: Role Transposition
  • What To Know About Your Clients
  • Who Has Customer/ Client-Relation And Customer/ Client-Relation Responsibility?
  • Maintaining A Generalised Client Information System
  •  Dealing With Sensitive Situations: Confidentiality VS Disclosure

DAY 3 –  DEALING WITH AN IRATE CLIENT: UNDERSTANDING CLIENTS FRUSTRATION

  • Improving Worker-Client Relation
  • Dealing With ‘The Irate Customer/ Client.
  • Communication: Perfecting ‘The Approach’ & Offering Assistance
  • Empowering Front-Line Staff To Redress ‘Dissatisfactory Client/ Customer Situations’
  • Seeking Help And Advice From Colleagues And Managers, When Faced With Difficult Situations
  • Contribution To The  Maintenance Of Customer / Client Loyalty

 

DAY 4  –  RESPONSIBILITY

  • Dealing With Conflict Between Client / Customer And Front Line Staff
  • The Responsibility Of Service Provider And Manufacturer 
  • Client Service: The Legal Environment
  • Obligations Of The Retailer/ Service Provider Under The ‘Sale Of Goods Act 1979’
  • The Responsibility Of Service Provider And Manufacturer

 

DAY 5 –  INTERNAL CUSTOMER

  • The Role Of Trading Standards In Dealing With Consumer Complaints
  • Developing Understanding Of Internal Customer Needs
  • Conflict In Internal Customer Relationship
  • The Importance Of Training And Development In Promoting Customer Service Excellence
  • Customer Client Relationship  And Performance Management
  • Internal Reward System As A Catalyst For Customer Service Excellence

Información adicional

Managerial Facilitation of Value-Added Customer Service Excellence - Leading to Diploma-Postgraduate, Progressing to Postgraduate Diploma, Accumulating to MA, MBA, MSc, Incorporating Benchmarking, Balanced Scorecard, Client Motivation, The Sales of Goods Act (London)