€497 – €597

Customer Service Management - 2 Day Workshop

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TBC

Dublin

Dublin

Ireland

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How to Manage Your Customer's Everyday Experience!

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***SPECIAL EARLY BIRD DISCOUNT***

Book before 12th April & save €100!

With the increase in customer demand, technology and competition among all sectors and industries, customer service has become the most business-critical part of an organisation – it is the differentiator!

The biggest challenge in customer service today is to deliver the highest quality products along with exceptional customer service.

Everything you do for – or to – the customer is part of the experience they buy and part of how you differentiate your organisation. Some customer service challenges are more common than others and the top five are:

  • Poor communication skills – how many of your customers have not understood what was said to them?
  • Automated telephone and customer support systems – the myriad of technical options; call transfers being ‘dropped’; the inability to actually speak to a real person; email responses which guide customers back to a website which was not user-friendly the first time ……………… the list goes on!
  • Dealing with customer complaints – there are many causes of the complaints made by your customers, but the big challenge is how your staff deal with both the customer and the manner in which they complain and also the cause of the complaint. Are your staff fully trained in the key skills of actively listening, empathising, diagnosing, apologising and resolving?
  • Transferring your call – how often have you or your customers been told their call is being transferred, only to find it is transferred to an extension which is not attended and the only option is to either leave a voice message or hang up!
  • Unanswered online requests – your website is top-class, impactful and educational and a prospect uses your online request form to enquire about one of your products …….. and waits six weeks for a response! Six weeks!

How many of these can you relate to when you think of your customer complaints and feedback? If you would like to refresh your approach to managing your customer service or if you feel this is an area you would like to get involved in, my 2-day Customer Service Management program is designed to help you put your customers at the heart of your organisation.

The six modules in this CPD certified course are:

Module 1 – Why customer service matters and where it fits within your overall strategy.

Module 2 – Know your customers (KYC) and understand their journey within your organisation.

Module 3 – Understand the customer service framework and set your service standards.

Module 4 – Understand how your internal customer service impacts on your paying customer.

Module 5 – Learn how to set your service KPIs and measure them.

Module 6 – Customer service strategies for success.

"This course has excellent program flow, it is easy to follow and provides a very in-depth view of customer service management. The overview at the beginning gives an insight into what customer service should entail and by the end of the course, we certainly found that many of these aspects are forgotten on a day-to-day level, and we need to correct this.

Charley addresses the many diverse aspects of managing customer service and covers each extremely well - the slides and handouts are easy to follow, yet thought-provoking. The videos are excellent and certainly show how a small action can indeed save a customer from exiting a business.

The course is very beneficial to both management and staff alike, in any aspect of business and highlights quite strongly the effect of teamwork. Thanks to Charley, we have been enlightened as to how to better manage our customer service team and we will certainly be involving them a lot more in the future.

Do try this course - you won’t be sorry. You do need to practise what it teaches… and continue to do so, in order for your company to continue to prosper.”

C. Mc Carthy, Dublin, Ireland

This course is a must from both a strategic and operational level if you want to either develop a customer service culture in your organisation, or to re-evaluate your existing customer service culture and practices. Additionally, if you need to improve your customer service ratings and don’t quite know where to start, this program will provide you with the information, skills and tools necessary to drive those ratings up.

Ideally suited to:

  • CEOs and Senior Management
  • Customer Service Managers
  • Customer Service Support Staff
  • Anyone interested in pursuing a career in customer service
  • SME Business Owners
  • Marketing and Sales Executives.

A comprehensive and interactive workshop – with practical takeaways!

  • 12 CPD Points - Certificate on Completion
  • Light lunch served
  • FREE car parking available and close to the DART station

***SPECIAL EARLY BIRD DISCOUNT***

Book before 12th April & save €100!

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TBC

Dublin

Dublin

Ireland

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