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This customer service management training course will cover the  basic and advanced topics in Customer Service Management that enable the participants to increase their awareness and knowledge of the latest development of Customer Service in terms of technology as well as management concept. Customer Service Managers will also learn how to develop appropriate plans to integrate the Customer Service Centre within the organization and bring new insights, set visions and lead Customer Service teams. Whether implementing a new Customer Service or rejuvenating an existing one, participants will be prepared for the challenges. The customer service management program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customized proposal can also be arranged, to suit the training requirements of your team.


Course Objectives:

By the end of the customer service management training course, participants will be able to:

  • Understand How Customer Contact Matrix is a valuable partner to the business
  • Be equipped with CRM Benchmarking Techniques and WFM methods
  • Understand CRM in detail
  • Manage and Record Customer Satisfaction effectively
  • Analyse Quality Standards
  • Be able to manage Process Improvements and Problem Solving

Course Outline:

A Strategic Partner To The Business

  • Contribution of The Contact Centre
  • Customer Contact Matrix
  • Developing A World-Class Contact Centre Framework
  • Supply – Demand Ratio for Services

Managing Operation

  • SLA and SLM
  • Staffing Model
  • Workforce Management
  • Quality Assurance
  • Best-in-Class CRM Benchmarking

Customer Relationship Management (CRM)

  • CRM Stages for Analytics
  • CRM Implementation Foundation
  • Managing CRM Project for Success
  • Successful Business Case Study

Managing Customer Satisfaction

  • Customer Satisfaction & Loyalty
  • Linking Satisfaction to Business Results
  • Customer Satisfaction Survey

Planning Customer Satisfaction Research on Contact Centre

  • Internal Planning
  • Determination of Performance Attributes
  • Satisfaction Improvement Initiatives

Managing Technology

  • Today’s CRM & Contact Centre Technologies
  • Technology Selection & Vendor Assessment
  • Knowledge Management
  • Disaster Recovery Plan

Managing People & Performance

  • Recruitment, Retention Strategies
  • Training and Career Development Best Practices
  • Rewards & Recognition Management
  • Critical Coaching Skills

Managing A Business Unit

  • Competencies of a Contact Centre Manager
  • Building a Successful Team
  • Managing Finance
  • Creating Your Business Services
  • Interdepartmental Linkage & Effective Communication
  • Leadership Behaviours

World-Class Customer Service Framework

  • Strategic Value of Customer Service
  • World Class Foundations
  • The Need and Benefits of Standard
  • Customer Communication Strategy

Customer Service Centre Analysis

  • Customer Metrics and Measures
  • Calculating call / customer service transaction volume & staffing requirements
  • Customer Experience Audit
  • Customer Contingency Plan
  • Customer Behaviour Analysis
  • Trend Analysis, Prediction and Prevention

Quality Assurance

  • QA Systems, Tools and Implementation
  • QA Problems and Preventions
  • Mystery Shopping Program Success Factors
  • Customer Feedback and Reporting
  • Compliance Measurement
  • Review Frequency

The Customer Service Quality Standard and Site Audit

  • International Quality Standards and Certifications
  • Audit Technique and Score Card
  • Management Responsibilities
  • Resource Management
  • Process Management
  • Performance Measurement
  • Integration with the Balanced Score Card

Process Improvement and Problem Solving

  • Creating and Mapping Customer Service Processes and Workflow
  • Measuring Process Performance
  • Business Process Improvement
  • Business Process Reengineering (BPR)
  • Problem Solving and Root Cause Analysis

Best-in-Class CRM Benchmarking

  • 360 Degree Benchmarking & Improving for World Class Standards
  • Customer Satisfaction Measurement
  • Mystery Calls and Mystery Shopping
  • Process & Performance
  • Technology

Customer Service Statistics and Numbers

  • Key Performance Indicators and Metrics
  • Definitions, Measurement & Improvement
  • Analysis and Reporting for Management Review

Knowledge Management

  • Knowledge Management Key Success Factors
  • Successful Measures and KPI’s for KM
  • Develop the Customer Service Knowledge Management (CSKM)
  • ROI on Knowledge Management

Who should attend?

Suitable for all levels of staff from Directors to Supervisors involved with CRM, Customer Services, Sales and Marketing. Prior knowledge of Customer Service Centre is an advantage but not essential.


General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to chose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.
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Course Curriculum

No curriculum found !
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