Approaches to Excellence in Customer Service (One-day Workshop) (ECS101-SP14)
|Spring 2014||Summer 2014||Fall 2014|
- Saturday 10:00-16:30
- Tokyo (Maps & Directions)
This course is not offered during Spring 2014. Please see the schedule on the leftabove for future availability.
Customer service is the interface between a company's products and the customer. This contact is the moment of truth, the time when the firm gets the opportunity to communicate and create an emotional bond with its clientele. It is up to customer service to fulfill the promises of the brand. In order to stay ahead in customer service, the frontline employee's attitude and behavior need ongoing improvement and existing processes must be challenged and pushed to the point of excellence. This seminar aims to reach these goals with the following modules: 1) Leadership and team management approaches of employees in customer service; 2) Customer expectations and the added value frontline managers can create (breaking down the company's brand image into individual behavior); 3) Managing complaints, how to deal with unhappy customers; and 4) Managing coherent customer service throughout all relevant customer touch points and sales channels. The seminar addresses frontline and customer service managers and related functions in human resources, marketing and general management. The seminar is applicable to all industries and companies with a strong emphasis on customer service. This enables participants to share their approaches and experiences in customer service and facilitates learning across various service industries.
This course applies to the following certificate(s):
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