customer

ENSURE THAT PRODUCTS AND SERVICES ARE PRODUCED, DELIVERED AND MAINTAINED TO STANDARDS AGREED BY THE ORGANISATION AND THE CUSTOMER.

 

WHAT IS CUSTOMER SERVICE?

In an increasingly competitive and service focused market, customers expect and demand increased levels of service. Yet frontline managers have to deliver service according to the budgetary and resource limits they face day to day. Providing well organised and cost effective customer service is the challenge successful Frontline Manager must meet.

WHAT YOU WILL LEARN:

  • Defining internal and external customers
  • The customer value chain
  • Understanding customer needs and expectations
  • Features and perceived benefits of products and services
  • Market segmentation and customer expectations
  • Importance of outstanding customer service
  • The 20:80 Rule and customer management
  • Managing customer relations and client relationship management (CRM) systems
  • Identifying and agreeing customer service processes and specifications
  • Key performance indicators (KPIs) of customer service
  • Life cycle of products and services
  • Resolving customer conflict
  • Monitoring customer service delivery
  • Gaining and analysing customer feedback
  • Customer service improvement
  • Customer service problems and issues you face and strategies to approach them
  • Coaching and mentoring your team for customer service
  • Optimising buy-in from your team for your customer service focus

HOW WILL YOU BENEFIT FROM THIS COURSE?

  • Organise customer service management
  • Learn how to deal with difficult customers
  • Build rapport with customers either face to face, on the phone or by email
  • Develop customer relationship management strategies to leverage a customer relationship

HOW WILL YOUR ORGANISATION BENEFIT FROM THIS COURSE?

  • Develop attractive product and service offerings
  • Improve customer service levels to increase competitiveness
  • Potentially save on marketing as resources can be funnelled into maintaining current customer relationships

DURATION

2 day

SEMINAR INFORMATION

VENUE: Sarova Stanley Hotel, Nairobi, Kenya

DAY: 25th to 26th February 2016

TIME: 8:30 am to 4:30 pm

FACILITATION FEE: Kshs 36,500 + 16% VAT (42,340) / $500 USD

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