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Customer Service Management
Facilitated Training Program
Consistently providing excellent customer service is a demanding
business and managers of customer service teams must overcome a range
set of challenges to ensure that their team remains focussed and
committed.
With many years of practical experience in customer service
management, we understand the key management systems that need to be
in place and the skills that are required to deliver a level of
customer service that secures repeat business and growth.
Our Customer Service
Management program provides a review of
the fundamentals of customer service and provides an Outstanding
Customer Service framework for participants to use as a basis for
building performance within their own organisations. We give
overviews of the core management and leadership competencies
that influence the success of a service manager, including how to make
sure you understand your clients needs, managing customer service
teams and team members, basic P&L Management, Inventory Management
techniques and visual work place management
Typical
Program
Structure
(programs are usually tailored to match your organisation's specific
needs)
-
Overview - the
challenges of technical support
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The Benefits of Customer
Service
A case study that links
high levels of customer service with high organisational performance
and employee satisfaction.
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Outstanding
technical customer service defined
A group exercise that
exposes the key interactions that influence customer perceptions and
emphasises personal interactions and communications as critical
customer service parameters
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The Importance of
-
Listening
to understand
-
Being solutions
focused
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Taking
ownership
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Being responsive
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The 'Service Triangle' -
Skills, Tools and Parts - getting the practicalities right!
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The Customer
Service ‘Moments of Truth' - The key interactions that affect
customer perception
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A case study, example
and group exercise to establish your organisations 'Moments of
Truth'
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Using the 'Moments of
Truth' Matrix to identify key areas for improvement
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Advanced
Communications skills
Included Deliverables
On-Site
Program Pricing*
Train up to 12 Participants for a total of $1895* Inclusive
of GST, Manuals and Materials.
*Program Price includes program
facilitation, training manuals an all materials but does not include
facilitator travel costs to sites outside of the Melbourne/Geelong
metropolitan area.
Off
-Site and Short Duration training programs can be arranged.
Programs are tailored to specific customer needs
For more information call
1800 088 494
or email
info@kallistaconsulting.com.au
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