ILM Recognised Customer Service Manager
Designed specifically to enable people involved in service to develop an excellence model and mindset to use when dealing with both new and existing internal and external customers.
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Use the process of designing and implementing a customer service system as a major competitive tool
This course is designed specifically to enable people involved in service to develop an excellence model and mindset to use when dealing with both new and existing internal and external customers. The course will also help them ensure they influence the experience of the customer according to their specific needs. To work towards transforming customers into advocates for your business, Customer Service Managers not only need to manage and motivate themselves and their teams to provide world-class service but must role model and develop strategies to provide the next level of expected service for the expanding needs of their customers.
Benefits Of Attending
- Deliver Service Excellence face-to-face, via e-mail and over the telephone
- Describe the Six Sigma Kano Model and how it applies in the service arena
- Demonstrate how to handle complaints for an excellent outcome
- Turn a complaining customer into a happy loyal customer advocate
- Set goals, objectives and Service Level Agreements and monitor KPIs
- Comprehend how personalities and behaviours can affect service
Is this course for you?
Who Should Attend
Executives, managers, and decision-makers who are keen on improving service performance by taking their customers to higher levels of satisfaction, as well as Customer Service Managers and supervisors interested in advanced customer service tools.
The course aims at achieving service excellence, so any professional looking to excel in service and looking to manage and motivate a team to develop a world class service offering would also benefit from attending.
The course will also look to improve the behaviours of service providers and examine the psychology of customers to enable them to deliver excellence at all levels and with a wide range of customers
Delegates must meet two criteria to be eligible for an lnforma / ILM Recognised Certificate of Completion for this course:
- Satisfactory attendance – delegates must attend all sessions of the course. Delegates who miss more than 2 hours of the course sessions will not be eligible to sit the course exam
- Successful completion of the course assessment
Delegates who do not meet these criteria will receive an Informa Certificate of Attendance. If delegates have not attended all sessions, the Certificate will clearly state the number of hours attended.
Participants will engage in individual and group activities , and assessments focused on challenging current ways of doing things, embracing thoughts on changing.
LEARN MORE ABOUT THIS TRAINING COURSE
Delivered by Pam
Pam Jackson, is a highly trained economist, an experienced public policy advisor, and a quality management expert. She is an American living in Dubai with more than a decade of experience with the U.S. Congress in Washington, D.C. and several years’ experience in the healthcare and quality management sector in the UAE and neighboring countries.
Certified by ILM
The ILM is the UK’s largest awarding body for leadership and management qualifications. ILM partners with over 2,000 ILM-approved centres, comprising private training providers, further and higher education colleges, and employers delivering in-house management training.
Run this course in-house
For over 29 years, Informa Connect Academy’s customised training solutions have helped organisations deliver tailored learning in different languages to suit every requirement