Customer Service Essentials

Customer Service Operations (CSO)

• Customer Relationship Management design and elements
• Customer Service goals & Change management
• Customer Services Types
• Customer Service impact on organizational success

Customer Relationship Management

• Managing different complaints types
• Complaints sources and characteristics
• Communication skills & techniques
• Customer typology& behavior
• Communication for improved customer experience

CRM performance

Performance Management in Customer Service

• Performance Management Architecture
• Desired State of Evolution
• Developing of Strategy Map
• Defining and setting objective

KPI definition and target setting

• KPI Definition and Characteristics
• KPI selection: sources and techniques
• KPI target setting
• Key success factors in Managing KPI’s

CRM performance

Scorecard and Dashboards

• Balance Scorecard Model
• Key elements of scorecards
• Developing a scorecard for Customer Service Management
• Scorecard vs Dashboards

Measuring Customer Service Performance

• Customer Service Scorecards implementation
• Portfolio of Initiatives
• Data Visualization
• Performance Management Excellence

Performance Enablers

Evaluation and continuous improvement

• Performance evaluation process & Reviews
• Compliance management
• Using technology to enhance success in CRM-Data gathering systems
• Customer Satisfaction Improvement initiatives

Customer Service improvement Tools & Techniques

• Business acumen ( Product Know How)
• Performance through Service Level Agreements (SLAs)
• SLA success factors (service and management)
• Knowledge and Learning – internal capabilities development – Root cause analysis

Performance Enablers

Customer Service Team Management

• Customer Service Team Training and preparation
• Improved coaching skills
• Stress Management strategies
• Rewards & Recognition Management

Customer Service Performance Maturity Model

• Customer Relationship Management success factors
• Excellent in customer interaction- Excellence Model in CSO
• Course Review and implementation