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In-House Training
Excellence in Training
CS16E
Customer Service Excellence For Managers Gain the skills and qualities required for a customer service team leader and manager.
Overview Understanding customer needs and wants, delivering on time, charging a fair price and a quality product or service are the key drivers of a successful business. Consumer research shows that consumers rarely buy on lowest cost alone; they also want the service or product when promised, at the right quality, with a clear indication that the product/service will be backed-up by a guarantee that the business will fix any problems or issues promptly if the product/service doesn’t perform to their expectations. This interactive workshop shows you the steps you need to take to run a successful customer facing and quality driven business. This course is directed toward Customer Service Excellence Professionals, those individuals who are custodians of the organizations’ customer service excellence.
Who Should Attend? Customer Service Managers and Supervisors
Primary Objectives & Benefits This workshop will help participants to: 1.
Understand and appreciate the importance of internal and external customers.
2.
Develop and apply outstanding Customer Service Techniques to generate return business.
3.
Master ways to develop and maintain “Customer Focused Culture”.
4.
Establish motivational techniques for employees including reward and recognition programs.
5.
Use customer feedback and surveys to understand and manage customer expectations.
6.
Outline the ways customer satisfaction measurements can be utilized across the organization.
7.
Gain the skills and qualities required for a customer service team leader and manager.
8.
Understand the value of a customer service philosophy for business growth and service excellence.