SCHEDULE
| Dates | Venue | Category |
| 12-16 March 2023 | Dubai – United Arab Emirates | Customer Service – Marketing |
INTRODUCTION
A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This Customer Focused Management training course focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.
Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. This training course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.
BENEFITS OF ATTENDING
Upon the completion of this training, participants will be able to:
- A more productive and streamlined customer service operation
- Focused and motivated customer service leadership
- Increased customer retention and revenue growth
- Reduced personnel turnover and increased teamwork
- Improved intra / inter departmental communication
- Increased communication abilities and interpersonal skills
WHO SHOULD ATTEND?
- Sales Managers
- Customer Service Managers
- Team Supervisors
- Frontline Customer Service Representatives (CSR)
- Account Managers
- Field Service Representatives
- Department Managers
- Marketing Managers
COURSE MODULES
Session 1: Creating a Customer-Focused Organisation
- Why is Customer Focus suddenly such a big deal?
- The Vision and Mission of a Customer Focused Organisation
- The Roles and Responsibilities of a Customer-focused Manager
- The Importance of Presenting a Professional Business Image
- Mastering Nonverbal Communication
Session 2: Enhancing Leadership and Interpersonal Communication Skills
- How customer expectations have changed forever
- Trends and myths about customer experience
- The principle of long-term customer relationships
Session 3: Setting Customer Service Policies and Performance Standards
- Supervising the Four Personality Styles
- Overcoming Communication Barriers in the Workplace
- The Supervisor’s Role in Conflict Resolution and Service Recovery
- Facilitation Skills: Managing Group Dynamics
- How to Give and Receive Constructive Feedback
Session 4: Building High-Performance Teams and Motivating Individuals
- The Building Blocks of a High-performance Team
- Your Customer Service is Only as Good as Your Worst Employee
- The Power of Mutual Support and Cooperation
- Building Teamwork with Support and Recognition
- Coaching and Mentoring Techniques
- The Impact of Stress on Individual and Team Performance
- The Benefits of Teamwork and Mutual Cooperation
Session 5: Leading the Way to Superior Customer Service
- Using Social Media to Engage with Customers
- Recruiting, Interviewing and Hiring Quality Personnel
- Developing and Implementing Effective Training
- The Importance of Attitude and Teamwork
- Professional Development and Continuous Improvement
- Setting Performance Goals and Expectations
- Employee Recognition and Performance Review
- Empowering, Motivating and Retaining Frontline Personnel