REF: CC3086
DATES: 30 Sep - 4 Oct 2024
CITY: Amsterdam (Netherlands)
FEE: 4200 £
All Dates & LocationsGood customer service can be considered a big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organisation's culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer-centric organization.
Day 1
Defining and appreciating the customer
Importance of the internal customer
Day 2
Customer service as a strategic imperative
Day 3
Customer satisfaction surveys and other vital tools
Day 4
Customer complaints and service recovery
Day 5
Service Level Agreements (SLAs)
KPIs for customer service