OVERVIEW
- In a highly competitive market, the quality of the organization’s customer service will determine customers’ satisfaction, and loyalty, increasing the chances of them becoming advocates of the company and generating future revenue. This training course focuses on the entities, essentials, enablers, and evaluation tools involved in performant customer service. The course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the important role played by all the entities involved in the process, but they will also become familiar with the implementation phases of a customer service performance management architecture.
COURSE DETAILS
COURSE DURATION | LANGUAGE | CERTIFICATE |
| 5 Days | English | DISS |
| *Please notify us if an interpretation is required | The KPI Institute Certification |
COURSE BENEFITS/PROGRESSION OPPORTUNITIES
COURSE OBJECTIVES
- Understand how to implement a customer service performance culture, strategy, and working system;
- Develop the channels and tools needed to sustain customer service performance;
- Learn how to fulfill your internal and external customers’ needs and expectations;
- Practice and improve the competencies required in different customer service settings.
COURSE OUTLINE
| Day 1 | Day 2 | Day 3 | Day 4 | Day 5 |
Customer Service Essentials Customer Service Operations (CSO)
Customer Relationship Management
| CRM performance Performance Management in Customer Service
KPI definition and target setting
| CRM performance Scorecard and Dashboards
Measuring Customer Service Performance
| Performance Enablers Evaluation and continuous improvement
Customer Service improvement Tools & Techniques
| Performance Enablers Customer Service Team Management
Customer Service Performance Maturity Model
|
COURSE TYPE: WEBINAR
ON-DEMAND
QUICK REGISTER
TESTIMONIAL
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Meet THE INSTRUCTORS
Instructor Name
Profession
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Instructor Name
Profession
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