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Customer Service Management

Customer Service Management Training

Good customer service management begins with a plan that addresses customers’ needs and expectations. In addition, all processes and procedures should be as efficient and customer friendly as possible. Above all, it is important to monitor performance and evaluate feedback to identify any potential areas for improvement. Therefore, a dedicated customer complaints procedure should be established early on. Strong leadership skills are needed to ensure that staff treat customers with dignity and respect. For Customer Service Management Training in Northern Ireland look no further than this course delivered by the experts at Elite Training.

Delivery Mechanisms: Lecturing/Group Discussion/Case Studies/Practical Exercises

(Half or Full day depending on requirements)

Course Content

Customer Service Management Legislation
Defining customer needs & expectations
Customer Perceptions v. Reality
Customer Service Management values & goals
Commitments to customers, POS contracts, SLAs, Warranties, Product Guarantees, Customer Charters
Customer Service Standards, Policies & Procedures

Efficiency’s impact on customer experience
Monitor & Control processes
Performance Indicators & evaluating feedback
Complaints Escalation: procedures & management
Leading Customer Service delivery
Course Summary

Contact Us

Contact the team at Elite Training for Customer Service Management Training in Northern Ireland today by calling us on +44 28 9024 2622 or by emailing enquiries@elitetraining.com.

“We are delighted at the impact of the recent customer service training delivered by Margaret to the customer services team at Co-Ownership. Margaret took time to build customer scenarios that were relevant to our business and used these to build understanding. Her approach builds trust with those who attend but equally challenges their thinking and mindsets. It is as relevant for someone with 20 years experience as it is for someone just starting out. Thank you Margaret!”

Glynis Hobson

Director of Customer Service, Co-Ownership Housing