| NAME OF THE COURSE |
| Certified professional: Customer Service Management |
| |
| CERTIFICATION |
| Certified professional: Customer Service Management |
| |
| COURSE OVERVIEW |
| The success of many businesses relies on customer satisfaction and a loyal customer base. Dealing head-on with issues regarding an unhappy customer, or a customer service breakdown proves crucial in keeping those loyal customers. |
| ACT human has developed a solution that acknowledges that Service breakdowns can occur no matter how well you do your job. |
| Our solution: |
| |
- Addresses how to build a stronger more resilient service culture which will, in turn, reduce service breakdown frequency.
|
- Highlights how to turn a service breakdown into a fantastic opportunity to increase customer loyalty and propel the company forward as opposed to being problematic.
|
- This solution enables service interface staff and service supervisors to better manage themselves and upset customers, take control of the situation by being assertive as opposed to being passive/aggressive and learn from mistakes and breakdowns.
|
- This subject focuses on essential knowledge, skills and techniques required to provide service excellence and management of customer service. These will apply to frontline, internal support centre and contact centre environment. The module will also highlight the importance of ownership and empowerment in customer service. The module will study how organisational customer service philosophy impacts the entire customer service cycle.
|
| |
| TRAINING DURATION |
| Training Hours per day : 4-6 Hours |
| Total Training Hours : 20-24 Hours |
| Training Duration : 5 Days |
| Total Training Days : 5-10 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 |
| (Level 1) Admin & Support |
| (Level 2) Supervisor, Executive, & Emerging Managers |
| |
| COURSE BENEFITS |
- To agree on the benefits of superior service to the service providers themselves.
|
- To consciously apply techniques to enhance your non-verbal communication so as to present yourself professionally and positively.
|
- To manage the impact that customers’ expectations have on the perceived level of service.
|
- To explain the hierarchy of customers’ expectations.
|
- To consistently address the customer’s needs and concerns with tact and professionalism.
|
- To understand consistently apply the ‘Superior Service Cycle’ on the telephone and when interacting face-to-face with customers.
|
- To constructively manage upset customers and turn disagreements and challenges to your advantage.
|
- To apply the customer-focused language.
|
- To apply practical and effective techniques to take control of and shift emotional states.
|
- To avoid aggressiveness while being assertive.
|
- To avoid recurrence of service breakdowns and enhance job enjoyment by getting first-hand customer information and using it for improvements in products and services.
|
| |
| COURSE CONTENTS |
| Fundamentals of Service Excellence |
| Customer communication skills |
| Building a client-focused service culture |
| Customers’ Perception |
| Delighting your customers |
| Keeping your customer |
| Daily service excellence |
| Learning Needs & Methodology – Application of accelerated learning |
- The mindset of a service leader
|
- Superior service face-to-face – role-play
|
|
- Projecting a positive image through communication
|
- The 12 skills of listening
|
- Managing customer expectations
|
| Managing your own emotions while managing upset customers – participants will be introduced to The ACT 8-Step Model ™ – Turning difficult situations around |
- Importance of ‘influential language’
|
- Learning from service breakdowns
|
- The 5 Cs performance model
|
- Application session and feedback
|
- Personal Development Plan
|