Customer Service Management

Customer Service Management

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

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

“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

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