DEBA02 Customer Service for Managers & Supervisors

Customer Service for Managers & Supervisors

What is Customer Service?:

1. Importance of Customer Service
2. Understanding Customer Satisfaction
3. Excellent Customer Service
4. Five Needs of Every Customer
5. Cost of Losing a Customer

Challenges of Customer Service:

1. Elements of Success
2. Barriers to Excellent Customer Service
3. Power of Perceptions
4. Understanding Expectations
5. Levels of Expectations
6. Scope of Influence
7. Reputation Management
8. Techniques for Exceeding Customer Expectations
9. Keys to Credibility
10. Importance of Values
11. Ethics in Customer Service
12. Current Status of Customer Service
13. New Trends in Customer Service

Problem Solving:

1. Role of Problem Solving in Customer Service
2. Creativity & Problem Solving
3. Problems as Opportunities
4. Confronting Conflict
5. Problem Solving Process
6. Problem Solving Strategies
7. Development of Negotiation Skills
8. Professional Approaches to Apologizing & Conveying Bad News
9. Barriers to Problem Solving & Decision Making
10. Importance of Follow Up

Strategy & Formulating a Plan for Success:

1. Why a Strategy?
2. Planning
3. Importance of Infrastructure
4. Culture
5. High Touch & Low Touch Customers
6. Segmenting the Market
7. Developing a Strategy

Empowerment:

1. Importance of Mission & Purpose Statement
2. Steps to Empowering Customer Service Providers
3. Co-Production of Customer Service
4. Why Co-Production Works
5. Design of Systems

Communications in Customer Service:

1. Building Customer Intelligence
2. Methods of Communication
3. Listening
4. Voice Inflection as a Customer Service Tool
5. Telephones & Customer Service
6. Words to Use/Avoid
7. Power Phrases
8. Power of Eye Contact
9. Appeal to the Senses
10. Communication & Technology

Coping with Challenging Customers:

1. Who are Challenging Customers?
2. Why they are Challenging?
3. Characteristics of Challenging Customers
4. Respect
5. Empathy
6. Accepting Mistakes
7. Benefits from Dealing with Challenging Customers

Motivation:

1. What is Motivation?
2. Needs & Wants
3. Motivating Factors
4. Understanding Morale
5. Self-Concept & Motivation
6. Improving Self-Concept
7. Power of Self Motivation
8. Teamwork
9. Motivating Others

Leadership in Customer Service:

1. Leadership Defined
2. Knowing Yourself
3. Formal & Informal Leaders
4. Coach or Counsellor
5. Characteristics of Excellent Leaders
6. Leadership & Goals
7. Creating a Customer Service Culture
8. Benefit of Job Aids
9. Leadership without Position
10. The Boss as a Customer

Customer Retention & Measurement of Satisfaction:

1. What is Customer Retention?
2. Value of Existing Customers
3. Churn
4. Developing & Improving the Customer Retention Programme
5. Measurement of Satisfaction
6. Sources of Information
7. Benefits of Measuring your Effectiveness
8. Determining your Effectiveness
9. Surveys & Reality
10. Business Benefits from Measuring Satisfaction

Delivering Customer Service to the Changing Marketplace:

1. Today’s Changing Marketplace
2. The Customer of the 21st Century
3. New Technology
4. Call Centres
5. The Internet
6. Enhancing Service Experiences & Building Customer Loyalty

Excellence in Customer Service:

1. Excellence as the Goal
2. Getting Started
3. Rewards of Excellent Customer Service