Pioneers in Global Leadership and Quality Management 

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DATES AND VENUES

Customer Focused Management

How to Drive Profitability in the Social Age


The rise of the Internet, of price-comparison websites, Peer-review websites and especially Social Media has transformed the business environment globally.  Traditional points of differentiation have been eroded by search, tap and click.  Social Media and peer-review have combined to drive the customer experience as the primary arbiter of strategic differentiation.  To win under these new rules, organisations have become truly customer focused by investing in customer-focused initiatives to building the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

Leading strategic efforts in planning, communication, coaching and employee recognition. Customer Focused Management and leadership is resulting in increased employee loyalty, greater innovation and improved customer satisfaction. This crucial to success course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.


Key Highlights

  • How to analyze and implement the best practices of top performing customer service providers
  • How to utilize proven best practices for measuring and monitoring customer satisfaction
  • How to streamline customer interface operations for optimal service levels
  • How to successfully utilize interpersonal skills to supervise and motivate employees
  • How to empower, motivate and retain frontline personnel
  • How to use Social Media to engage with customers and have meaningful, profitable dialogues


Training Objectives

By the end of the course, participants will be able to:

  • Describe the importance of the leader as a role model for customer service excellence
  • Establish the importance of setting and reviewing customer service standards
  • Describe techniques to motivate teams and individuals for peak performance
  • Develop effective communication strategies to promote team building
  • Evaluate surveys to accurately monitor customer satisfaction
  • Design a realistic and challenging customer service employee training programme


Who Should Attend

This training course is suitable to a wide range of professionals but will greatly benefit

  • Sales Managers
  • Customer Service Managers
  • Team Supervisors
  • Frontline Customer Service Representatives (CSR)\
  • Account Managers
  • Field Service Representatives
  • Department Managers
  • Marketing Managers


Compressed Program Outline ( Please Contact us for a Detailed Program Outline)

Creating a Customer-Focused Organisation 
Enhancing Leadership and Interpersonal Communication Skills 
Setting Customer Service Policies and Performance Standards 
Building High-Performance Teams and Motivating Individuals 
Leading the Way to Superior Customer Service