BTS

A customer-focused organization is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organization. This program focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability. Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. The course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly course will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioral styles and proven leadership strategies.

The Training Course Will Highlight ?

Analyze and implement the best practices of top performing customer service providers
Utilize best practices for measuring and monitoring customer satisfaction
Streamline call center operations for optimal service levels
Successfully utilize interpersonal skills to supervise and motivate employees
Empower, motivate and retain frontline personnel

Training Objective

By the end of this course, delegates will be able to:

Describe the importance of the leader as a role model for customer service excellence
Establish the importance of setting and reviewing customer service standards
Describe techniques to motivate teams and individuals for peak performance
Develop effective communication strategies to promote teambuilding
Evaluate surveys to accurately monitor customer satisfaction
Design a realistic and challenging customer service employee training program

Target Audience

Customer Service Professionals, Managers, Public Relations Officers, Practitioners & Personnel, Quality Management Personnel, Customer Analysts, HR Professionals who have communications roles, Customer Service Representatives & Professionals, Team Leaders & Supervisors, Administrators, HR & Training Professionals, Accounts Personnel, Sales & Marketing Professionals, Marketing Managers or Directors, Sales Managers or Directors, Sales Trainers, Salespeople, Communication Specialists, Brand Managers, Frontline & Reception Staff, Customer Service Representatives (CSR), Personnel responsible for building and sustaining their company’s reputation for customer service excellence, anyone who provides services, products or information to internal, or external customers

Training Methods

Daily Agenda