In a world where a single negative experience can ricochet across social media platforms, tarnishing reputations in mere moments, the significance of quality customer service cannot be overstated. This course provides a comprehensive guide to delivering superior customer service by understanding and addressing customer needs, engaging effectively, and implementing strategic excellence.
Our ready2manage titles focus on the specific skills required to manage operational functions. From strategic decision-making and performance optimisation to risk management and financial awareness, courses in this range target the evolving needs of aspiring to seasoned managers.
Identify who your customers are and what they need, and learn strategies to engage with them effectively, ensuring a customer-centric approach. Apply tools that support quality service, manage Moments of Truth, and craft strategic excellence in customer service. Develop skills for handling complaints efficiently and revisit customer relationship management practices to maintain and enhance customer satisfaction.
Topics include: The Quality Customer Service Process: Identify Your Customers - Identify Customer Needs - Engaging with Customers - Embracing Change - Delivering Quality Customer Service - Albrecht's SPACE Theory - Moments of Truth - The Service Triangle - Crafting Strategic Excellence - Nurturing Human Capital - Streamlining Operational Systems - Customer-Centric Innovation - Handling Complaints - Revisiting Customer Relationship Management.
