Date: 26 & 27 March, 2012:
Venue: Kuala Lumpur Convention Center, Malaysia
Registration Closing Date: 9 March, 2012
Overview
- What is the role of customer service in your organisation?
- How does customer service represent the brand values?
- How do you turn a cost centre into a revenue centre?
- How is customer service organised, managed and measured?
- How do you build a winning service team culture?
- How do you design, implement and change customer processes?
- How do you ensure you deliver a consistent quality of service?
- How does technology support customer interaction?
- How do you ensure alignment with other parts of the organisation?
Customer Service Master Class is a comprehensive customer service training and development programme designed to help customer service directors, managers and team leaders deliver a world class customer experience. The programme draws on the latest thinking on organisation design, leadership, culture, talent management, customer experience management and performance metrics. During the training key data is collected using a world leading capability and competence assessment tool to help delegates identify the development needs of their organisations and their customer service operations and then develop action plans. The programme comprises defined components to enable additional members of the customer service delivery team to attend segments specific to their role.
Benefits Of Attending The Customer Service Master Class
The Customer Service Master Class will enable delegates to:
- Understand the changing role of customer service in delivering sustainable market differentiation
- Determine how customer service fits into new customer-centric business models
- Identify the goals and metrics that will support the company’s customer-centric vision
- Develop a leadership culture that enables empowerment and continuous improvement
- Understand the role of service quality, how it is measured and how to implement it
- Understand how modern technology can greatly increase the effectiveness of customer service
- Align customer service with the rest of the organisation to deliver a world class customer experience
- Implement employee relationship management to acquire, retain and develop exceptional talent
- Increase the value of customer service by turning a cost centre into a revenue centre
- Separate error demand from value demand to identify cost savings and service improvements
Who Should Attend The Customer Service Master Class?
The Customer Service Master Class has been designed for directors, managers and supervisors responsible for managing service delivery teams such as call centres, contact centres and counter operations. Service management teams are encouraged to attend together for maximum benefit. Additional service team members can attend segments that are specific to their role. This Master Class can also be provided on a single company basis to facilitate more open discussion, invite non-customer service participation and to create detailed and cross functional action plans.
1. Customer service within the organisation
- The changing world of customer service
- The role of customer service in executing the customer strategy
- Customer service within the organisation structure
- Determining the level of service provided today
- The business case for customer service excellence
2. Customer experience management
- Customer processes and policies
- Service quality
- Customer experience management
- Developing customer value
- Creating a learning organisation
- Customer operations – performance management
3. Customer service operations
- Customer service structure
- Leadership
- Culture
- People development
- Advanced communication skills
- Operational planning
4. Customer service technology
- Contact routing
- Operational support
- CRM
- Customer engagement
- IT environment
For full course outline and details, kindly fill the form below:
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