CUSTOMER SERVICE MANAGEMENT
Fees per participant: US$ 550 to cover tuition, training materials, snacks and lunch only.
Any organization that wants to become successful, competitive and to remain successful must care for its customer and deliver excellent service. In today’s competitive environment satisfying customers’ needs, wants and expectations is a very important objective of any organization regardless of whether it is for profit or non-profit. Customers drive the way organizations should conduct their businesses. Firms must plan to deliver great service to the ever demanding and more enlightened customers. Poor customer service is very frustrating and cannot be tolerated. Leonard Berry (1995) wrote…” everyone loses when service is poor. Customers lose. Employees lose. Senior managers’ lose. Suppliers lose. Shareholders
lose. Communities lose. The country loses. Poor service has no redeeming virtue, nor does
mediocre service for that matter. Service excellence is more profitable, more fun, and more
conducive to better future serious organization would not like to lose its customers, hence, the
need to strategize on improvement of its service delivery through training among others.
WHO SHOULD ATTEND?
Suitable for all level of staff from Directors to Supervisors involved with customer services, sales and marketing, customers relationship management and other middle to senior managers whose work is closely related to providing customer services.
HOW PARTICIPANTS WILL BENEFIT
At the end of the course, participant will be able to:
★ Enable the organization enhance performance through customers service;
★ Provide appreciation of the importance of customers and their expectations;
★ Enable participants develop and maintain customer service driven culture in their
★ Enable participants identify and implement elements for great service;
★ Enable the organization develop and implement effective complaints management
★ Raise awareness of the appropriate attitudes,methods and approaches for handling
different types of customers;
★ Assist participants evaluate and improve their interpersonal relationships as well as
★ Introduction to customer care: concept and practice ;good and bad customer care;
making your customers feel special;role of service provider in excellent customer care;