CUSTOMER SERVICE MANAGEMENT (CSM)

Good customer service can be considered as a big differentiator between firms.

It is now time to think of “Molding our Customers”. You must learn to go the extra mile

“it is no longer enough to satisfy customers”. You must delight them. “

COURSE OBJECTIVES

• Develop a holistic customer care approach while understanding customer care concepts
• Use customer complaints as a springboard for service improvement
• Acknowledge the importance and impact of customer retention
• Develop a positive customer communication attitude

FOCAL POINT

• Customer definition and concepts
• Customer awareness and orientation
• Customer relationship management
• Moment of truth
• Handling customer complaints

WHO SHOULD BENEFIT

• Front desk officers
• Administrative assistants
• Office messengers
• drivers

DATES, VENUES AND PROGRAMME FEES