Managerial Facilitation of Value-Added Customer Service Excellence.

HRODC Postgraduate Training Institute
Em Central London (Reino Unido), Abu Dhabi, United Arab Emirates (United Arab Emirates), Abuja, Nigeria (Nigeria) e 47 sedes mais

£5.000 - (R$20.994)

Informação importante

  • Curso
  • Em 50edes
  • Duração:
    5 Days
  • Quando:
    à escolha
Descrição

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

Informação importante

Requisitos: Degree or Work Experience

Instalações

Instalações e datas

Início Localização
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Abu Dhabi, United Arab Emirates
Khalifa Street, 44486, Abu Dhabi, United Arab Emirates
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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, Ethiopia
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Algiers, Algeria
Pins Maritimes, 16000, Algeria, Algeria
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Algiers, Algeria
Rue Hassiba Benbouali, 16015, Algeria, Algeria
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Amman, Jordan
Bin Ali Street, 11118, Jordan, Jordan
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O que se aprende nesse curso?

Conflict
Performance Management
Customer Service Skills
Staff
Trading
IT
Customer Service
Sales
Benchmarking
Trading Standards
Communication Training
Sales Training
Customer relationship
Strategic Policies

Programa

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

Informação 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)