Managerial Facilitation of Value-added Customer Service Excellence (milan)

HRODC Postgraduate Training Institute
In Milan, Italy (Italien)

£ 5.000 - (5.957 )
zzgl. MwSt.

Wichtige informationen

  • Kurs
  • Milan, italy (Italien)
  • Dauer:
    5 Days
  • Wann:
    Freie Auswahl
Beschreibung

Suitable for: This course is designed for: Customer Service Representatives. Reception Administrator. Front Line Customer Contact Staff. Technical and Support Personnel. Field Service Representatives. Account Managers. Credit and Billing Specialists. Small Business Owners

Wichtige informationen

Voraussetzungen: Degree or Work Experience

Veranstaltungsort(e)

Wo und wann

Beginn Lage
Freie Auswahl
Milan, Italy
Via Washington, 66 Milan, 20146, Milano, Italien
Plan ansehen

Was lernen Sie in diesem Kurs?

Staff
IT
Customer Service
Strategic Policies

Themenkreis

Contents, Concepts and Issues:

DAY 1 -   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

DAY 2 – 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

 

DAY 4  –  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

 

DAY 5 –  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

Zusätzliche Informationen

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 (milan)