Advertisement
Course: Training on Master Class In Customer Service ExcellenceCourse Date Onsite fees: Registration
04/03/2024 To 08/03/2024 1,000 USD
90,000Ksh https://bit.ly/3RDvz3K
03/06/2024 To 07/06/2024 1,000 USD
90,000Ksh https://bit.ly/3REdnqD
02/09/2024 To 06/09/2024 1,000 USD
90,000Ksh https://bit.ly/3RCBBBx
02/12/2024 To 06/12/2024 1,000 USD
90,000Ksh https://bit.ly/3tdc8VY
For more information : https://www.fineresultsresearch.org/training/?courses=business
Contact : +254 732 776 700 / +254 759 285 295
Email : [email protected]
INTRODUCTION
Organisations with a customer-focused outlook believe that the businesses long term successes dependent on the organisations commitment to customer satisfaction. Customer Focus requires vigilant integration of various factors that when combined will set the organisation apart from its competitors, attract and keep profitable customers as well as motivate staff and increase productivity. This training course has been designed to teach delegates the fundamental principles, practices and skills required that leading organisations employ to deliver world-class customer service experiences as well as explain the requirements to build a customer focused culture within a department or organisation.
DURATION
5 Days
LEARNING OBJECTIVES
By the end of the training, the participants should be able to;
Build a customer focused culture within the department
Improve performance and customer experience
How to improve the standards of service delivery
Operations analysis and streamlining for optimum service level
How to increase customer satisfaction
Improving internal services
Increase staff retention and motivate your workforce
TOPICS TO BE COVERED
Module 1
The Importance of Customer Service
Understanding customer expectations
Techniques for exceeding customer expectation
Implementing benchmarking for competitive measurements
Assess your organisational structure and its focus on customer service
Developing a customer service focused infrastructure within your department
Module 2
Improving Customer Service Techniques
How to deal with customer issues efficiently and effectively
Six Hat problem solving methodology
Strategy Modelling top performing customer service representatives
Conflict and dispute resolution techniques
Influencing organisational perception
Building strong client-customer relationships
Module 3
Development
Encouraging learning within the department
Developing a long term strategic goal for strong customer service levels
Learning models for customer service strategies
Behavioural Modelling
Neurological Modelling & Planning techniques
Team work exercises and promoting collaboration
Module 4
Training
Discuss integral qualities in customer service
Customer service skills that are transferable to different roles
The role and importance of the supervisor
How to reduce staff turnover, motivate and keep your employees
Encouraging staff input
Discuss specific examples of customer service situations in their organisations
Incentive and reward techniques for improving productivity and morale
Module 5
Customer Service Assessment
The importance of skills training in all major organisations
Improving customer service skills and keeping up with competition
Benchmarking techniques
How to select an appropriate self-development programme
Coaching methodologies
Mirroring customer service techniques based on top customer service representatives
Creating an action plan for implementation within the department
***************************
TRAINING CUSTOMIZATION
This training can also be customized for your institution upon request. You can also have it delivered your preferred location. For further inquiries, please contact us through Mobile: +254 732 776 700 or +254 759 285 295. You can also email us on: [email protected]
REQUIREMENTS
Participants should be reasonably proficient in English. During the trainings, participants should come with their own laptops.
TRAINING FEE
The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.
ACCOMMODATION
Accommodation is arranged upon request. For reservations contact us through Mobile: +254 732 776 700/+254 759 285 295 or Email: [email protected]
PAYMENT
Payment should be transferred to FineResults Research Limited bank before commencement of training. Send proof of payment through the email: [email protected]
CANCELLATION POLICY
All requests for cancellations must be received in writing.
Changes will become effective on the date of written confirmation being received.
Advertisement
Event Venue & Nearby Stays
Fahari Palace Serviced Apartments, Westlands Church road,Nairobi, Kenya
Tickets
