Managerial Facilitation of Value-Added Customer Service Excellence.

HRODC Postgraduate Training Institute
En Central London (Inglaterra), Abu Dhabi, United Arab Emirates (Emiratos Árabes Unidos), Abuja, Nigeria (Nigeria) y 47 sedes más

£ 5.000 - ($ 18.065.307)
+ IVA

Información importante

Descripción

Suitable for: This course is designed for: Human Resource Managers, Human Resource Professionals, Business owners, Entrepreneurs, Executives, Board of Directors, Partners

Información importante

Requisitos: Degree or Work Experience

Sedes

Dónde se imparte y en qué fechas

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Abu Dhabi, United Arab Emirates
Khalifa Street, 44486, Abu Dhabi, Emiratos Árabes Unidos
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Abuja, Nigeria
Cadastral Zone A0, Central Business District, Abuja, 7069, Nigeria, Nigeria
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Addis Ababa, Ethiopia
Kirkos Subcity Kebele, 21555, Ethiopia, Etiopía
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Algiers, Algeria
Pins Maritimes, 16000, Algeria, Argelia
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Algiers, Algeria
Rue Hassiba Benbouali, 16015, Algeria, Argelia
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Amman, Jordan
Bin Ali Street, 11118, Jordan, Jordania
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¿Qué aprendes en este curso?

Customer Service Skills
Staff
IT
Customer Service
Strategic Policies

Programa académico

Course Contents:

CONTRIBUTION OF GOOD CUSTOMER SERVICE TO ORGANISATION MISSION & VISION ESTABLISHING GOOD STRATEGY POLICY

  • Benchmarking And Good Practice In Customer Care
  • Balanced Scorecard
  • Internal & External Factors Influencing Client Behaviour
  • Client Motivation
  • Responsibility Of The Service Provider And Manufacturer
  • Value Of Front – Line Staff To Organisational Effectiveness
  • Features Of A Client-Driven Organisation
  • How Can We Assure Clients That They Are Getting A Good Deal?
  • Working Towards Clients’ Continued Accessing Of Service


CREATING VALUE THROUGH SERVICE EXCELLENCE  The Sales Of Goods Act

  • Legal Interpretation Of ‘Fitness For Purpose’
  • Sensitisation & Client Needs: Role Transposition
  • What To Know About Your Clients
  • Who Has Customer/ Client-Relation And Customer/ Client-Relation Responsibility?
  • Maintaining A Generalised Client Information System
  • Dealing With Sensitive Situations: Confidentiality VS Disclosure

DAY 3 – DEALING WITH AN IRATE CLIENT: UNDERSTANDING CLIENTS FRUSTRATION

  • Improving Worker-Client Relation
  • Dealing With ‘The Irate Customer/ Client.
  • Communication: Perfecting ‘The Approach’ & Offering Assistance
  • Empowering Front-Line Staff To Redress ‘Dissatisfactory Client/ Customer Situations’
  • Seeking Help And Advice From Colleagues And Managers, When Faced With Difficult Situations
  • Contribution To The Maintenance Of Customer / Client Loyalty

RESPONSIBILITY

  • Dealing With Conflict Between Client / Customer And Front Line Staff
  • The Responsibility Of Service Provider And Manufacturer
  • Client Service: The Legal Environment
  • Obligations Of The Retailer/ Service Provider Under The ‘Sale Of Goods Act 1979’
  • The Responsibility Of Service Provider And Manufacturer

INTERNAL CUSTOMER

  • The Role Of Trading Standards In Dealing With Consumer Complaints
  • Developing Understanding Of Internal Customer Needs
  • Conflict In Internal Customer Relationship
  • The Importance Of Training And Development In Promoting Customer Service Excellence
  • Customer Client Relationship And Performance Management
  • Internal Reward System As A Catalyst For Customer Service Excellence

Información adicional

Managerial Facilitation of Value-Added Customer Service Excellence - Leading to Diploma-Postgraduate, Progressing to Postgraduate Diploma, Accumulating to MA, MBA, MSc, Incorporating Benchmarking, Balanced Scorecard, Client Motivation, The Sales of Goods Act (Paris)