Customer Service Management
Why Attend
Good customer service can be considered as the big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer centric organization.
Course Methodology
Case studies, self-evaluation exercises, application of service quality tools, video clips with debriefs, oral and written questions resulting in debates and more are all used in this course in addition to brief consultant and participant presentations.
Course Objectives
By the end of the course, participants will be able to:
Develop a wholistic customer care approach by taking into consideration 7 different aspects of the definition of customer service

Create objectives and programs to maximize internal customer satisfaction

Evaluate the design, implementation and analysis of customer satisfaction surveys

Use customer complaints as springboard for service improvement

Write Service Level Agreements (SLAs) to ensure clarity and conformance

Assess the service aspect of the organization or department through well chosen Key Performance Indicators (KPIs)
Target Audience
Executives, managers and decision makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.
Target Competencies

Customer orientation
Conceptual thinking
Balanced decision making
Quality orientation
Understanding of prospects’ motivation

Meirc reserves the right to alter dates, content, venue and trainer.

Course Outline
Defining and appreciating the customer
Definition of customer
Definition of customer service
The internal and external customer
Importance of the internal customer
The need for motivated employees
The need for qualified employees
Silo mentality
Destroying the silos
Customer service as a strategic imperative
From ‘suspect’ to ‘partner’
Going up the ladder.The 'KANO' model
‘Basic’ attributes
‘Performance’ attributes
‘Delight’ attributes
The customer centric organization
Customer service as a strategic imperative
The 7 practices of Customer-centric organization
Customer satisfaction surveys and other vital tools
Understanding your customers
Importance of segmentation
Principles of customer segmentation
Focus groups
Customer satisfaction surveys
Key terms
Major survey methods
Questionnaire examples
Customer survey guidelines
Types of satisfaction surveys
Basics of sampling
Attributes to measure
Customer satisfaction index
'RATER' in depth
Service quality (servqual) gaps model
Customer complaints and service recovery
Facts and their implications
Symptom versus cause
Root cause analysis
Failures do happen
The recovery paradox
The strategic initiative
Tactical activities
The ‘WOW!’ factor
Service Level Agreements (SLAs)
SLA definition
Characteristics of effective SLAs
Key elements of an SLA
Steps in SLA development
Quality versus cost
SLA metrics
KPIs for customer service
Monitoring performance through key performance indicators
The 4 perspectives of the balanced scorecard
Impact of the customer perspective
Characteristics of good KPIs
Building customer service KPIs
Port Harcourt Training Center: No.21 Oil Field Guest House Close, off School Road by MTN Junction Elelenwo, Port Harcourt.
Hotlines: 809 - show phone - , 703 - show phone - , 813 - show phone -
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