Certified professional : Customer Service Leadership & Relationship

NAME OF THE COURSE
Certified professional: Customer Service Leadership & Relationship
 
CERTIFICATION
Certified professional: Customer Service Leadership & Relationship
 
COURSE OVERVIEW
High growth enterprises often face the challenge to develop a strong middle management team to meet the demands of business expansion and seize opportunities for growth. This programme aims to strengthen the knowledge and skills of high potential middle managers and equip them with the necessary competencies to catalyst the growth of their enterprises.
 
Objectives
  • The subject aims to equip the students with the skills and knowledge to:
  • Practice the fundamentals of excellent service.
  • Develop ownership for the outcomes of service encounters.
  • Understand organisational customer service philosophies and culture as well as its impact on the customer service cycle.
 
TRAINING DURATION
Total Training Hours : 22 Hours
Training Duration      : 1 Week
Total Training  Days  : 4-5 Working Days
 
TRAINING SCHEDULE
Weekdays (Sunday to Thursday)
Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
 
CERTIFICATION
Globally recognized certificate from “Kings Global Career Academy”
 
TEST
No
 
LEARNING AIDS
Yes
 
COURSE MATERIAL
Hard & Soft Copies of Study Material
 
LANGUAGE OF INSTRUCTION
English
 
INSTRUCTOR HELPLINE
Yes
1. Email
2. Social Media (For Emergency requirements)
 
REGISTRATION REQUIREMENTS
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
 
MODE OF PAYMENT
Cash / Cheque / Credit Card / Bank Transfer.
 
ELIGIBILITY CRITERIA
(Level 3) New Managers    
(Level 4) Managers
(Level 5) Senior Managers & Directors
 
COURSE BENEFITS
 
This programme will equip participants with the perspectives and skills to work effectively across functions and cultures and will broaden their business expertise and strengthen their competence in key functional disciplines. It will also deepen the ability to lead and follow mindfully, effectively and responsibly in a business world where volatility, uncertainty and pressure are the norms.
 
Leadership Skills
 
  • Identify preference and interact effectively with people;
  • Enhance the ability to create value in their organisation;
  • Apply team concepts and motivating techniques and lead their teams to peak performance; and
  • Develop the skills that make things happen, get things unstuck and move things forward.
 
Managerial Skills
 
  • Obtain insights to functional business skills necessary for effective management and supervision;
  • Understand how financial management supports effective business strategy;
  • Gain a better understanding of customer needs and how to develop and implement effective marketing
  • Gain knowledge of effective people management skills and how to get the best out of their human capital.
 
COURSE CONTENTS
 
Lead with Service Vision
 
  • Manage Partnerships for Service Excellence
  • Develop a Service Recovery Framework
  • Foster Service Innovation
  • Develop New Products / Services
  • Analyse Service Quality and Customer Satisfaction
  • Develop Service Operations
  • Optimise Workforce for Service Excellence
 
Leadership Skills
 
  • Personal Mastery
  • Self-Awareness
  • Managing Time and Stress
  • The Art of Delegation
  • Listening with a Positive Mindset
  • Say What You Mean
  • Using Emotional Intelligence Effectively
 
Strategic Competency
 
  • The Company’s Vision, Mission and Values
  • Developing and Articulating the Vision
  • The SME Leader’s Role – Cascading the Vision to others
  • Organisational Alignment
  • Turning Plans into Action using the SWOT model
  • Conceptual Competency
  • Leading and Motivating People to Peak Performance
 
Setting SMARTER Goals
 
  • Follow-through of Ideas and see Result
  • Presentations of Development Plans
  • Participants deliver a short presentation on Lessons Learnt and Personal Plans of Action after this workshop. Each presentation will be 5-7 minutes duration
 
Managerial Skills
 
  • Human Resource Management
  • Evolution of business dynamics driving changes in HR practices
  • Evolution of the HR function
  • Understanding the Strategic Role of HR
  • Building the HR-Business Partnership
  • Marketing& Sales Management
  • Establish rapport and build trust fast
  • Create impact by asking intelligent questions that build credibility and move buyers’ thinking
  • Present your offering in a differentiated, customer-focused way
 
Aligning Marketing with Sales
 
  • Win more business, retain clients/customers, and increase referrals
  • Finance Management
  • Using Zodiak experiential learning methods and board game, participants will learn how to define and use common financial terms such as assets, liabilities, equity and cash flow
 
Understand basic financial statements and balance sheets
 
  • What If exercises will demonstrate the impact of price reductions on profits, additional sales required to meet unbudgeted expenses, strategies to increase profitability?
  • How strategic initiatives can impact the bottom line and shareholder value
 
Post-Course Project
 
After completing Module 1 & 2, participants are required to submit a report on how they have applied the competencies or lessons learned from the programme at their workplace (e.g.improvement in leadership and management practices, better employee engagement and staff retention, improved productivity and bottom line, etc.). This project is created for the participants to share best practices and form a journey of self-discovery.
REGISTER