Customer Service Management

Customer Service Management

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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 Objectives
By the end of the course, participants will be able to:
  • Create objectives and programs to maximize customer satisfaction
  • Evaluate the design, implementation and analysis of customer satisfaction surveys
  • Prepare customer segmentation exercises and create relevant strategies
  • 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)
  • Use customer complaints as a springboard for service improvement
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
The customer loyalty ladder
  • From ‘suspect’ to ‘partner’
  • Going up the ladder
  • The ‘KANO’ model
  • ‘Basic’ attributes
  • ‘Performance’ attributes
  • ‘Delight’ attributes
Customer service as a strategic imperative
  • 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
  • Facts and their implications
  • Symptom versus cause
  • Root cause analysis
Customer service recovery
  • 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
The balanced scorecard, KPIs and customer service
  • Monitoring performance through key performance indicators
  • The 4 perspectives of the balanced scorecard
  • Impact of the customer perspective

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Date And Time

2021-03-20 @ 09:00 AM to
02:00 PM

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