EFFECTIVE CUSTOMER SERVICE

Rationale. Increasingly, attention to the customer is becoming the criterion by which a company is judged. Customer service is what sets one organization apart from another in its industry and is crucial to the financial success of every organization.

This course aims to give you the knowledge, skills and customer service attitude to anticipate and respond to the problems which customers inevitably face.

Objectives. At the end of the seminar, the participants will be able to:
  * To learn about customer needs and what influences customer's
     perceptions;
  * To understand different customer satisfaction measurement tools;
  * To create a more positive attitude and understanding in managing
    customers and their accounts; and
  * To learn how to sustain customer satisfaction.

Who should attend. This course is especially designed for employees or representatives of companies who interface with external and internal customers.

Methodology. A blend of lecture-discussion, role playing, workshops, actual conduct of FGD, and action planning will be used.


Outline
Module 1: Managing Customer Service
   - Importance of Customer Service
   - What is Quality Customer Service
   - Understanding Customer Behavior
   - Identifying Customer Requirements
   - Questionnaire Design

Module 2: Measuring Customer Satisfaction
   - Sampling
   - Survey Decisions
   - Analysis of Data
   - Performance and Perception Gaps

Module 3: Achieving Customer Satisfaction
   - Customer Communication
   - Handling Complaints
   - Dealing with Angry Customers
   - Handling Customer Meetings Effectively
   - Managing Internal Customer Satisfaction

Module 4: Sustaining Customer Satisfaction
   - Top Management Support
   - Accurate Methodology
   - Extensive Feedback
   - Swift Decision Making
   - Effective Action Plan
   - Continuing Focus
   - Customer Service Plan

Duration: 48 hours