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CCSPP (Certified Customer Service Performance Professional)
overview

In a highly competitive market, the quality of the organization’s customer service will determine customers’ satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the entities, essentials, enablers and evaluation tools involved in a 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 DURATIONLANGUAGECERTIFICATE
5 DaysEnglishDISS Certificate
*Please notify us if an interpretation is requiredThe 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 1Day 2Day 3Day 4Day 5

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

COURSE TYPE: WEBINAR

DATEDAYQATAR TIME
25 – 29 Oct 21Mon-Fri17:00-21:00
QUICK REGISTER
TESTIMONIAL

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Meet THE INSTRUCTORS
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