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Managing Customer Service Delivery (Team Leads & Managers)

Next Start Date : No new date. Check back later.

Seating Capacity : 20

Venue : Lagos

Course Fee : N105,000

Duration : 2

City : Lagos

Other Upcoming Dates : No more date was found for this course on the calendar.

Course Overview

Most organisation espouse great customer service for equally great reasons. They put their customer facing teams through training, which is good. But service delivery goes deeper than training staff to be courteous, cheerful, and to handle difficult customers skilfully. Excellent customer service is deeply rooted in key strategic and operational drivers. Managers and team Leads who demonstrate mastery of these issues are able to deliver a more effective front line customer service that delights customers.

This course helps managers understand the issues at the root of great customer service delivery, and to be able to lead the service delivery process more effectively.

Previous customers at our Customer Service and Operations programmes include, Neconde Energy Limited, TOTAL Upstream, CNOOC Energy, First Registrars, etc.

COURSE CONTENT

  • Understanding Service Outcomes
  • The Customer Experience
  • Mapping the Order Processing Model
  • Analysing Service Quality Gaps and Root Causes
  • The Customer Service Index – Measuring Service Quality Right
  • Analysing your Organisation’s Service Philosophy
  • Managing Service Recovery – and Turning Service Failures to Cash!
  • Putting the Service-Profit Chain to Work – from Post Purchase to Next Buy

WHO SHOULD ATTEND

This course is highly recommended for Managers and Team Leads with responsibility for Operations, Sales and Marketing, Internal Service Functions, Business Development, and similar roles.

YOUR COURSE LEADER

Emmanuel Emielu, FCMI