Executive Customer Service Management Training

Today’s technology-reliant customer has become accustomed to immediate responses and fast resolutions when dealing with corporate customer service centers. The proliferation of competitors, round-the-clock call centers and online customer service operations has caused both traditional and Internet-based organizations to focus on handling customer concerns in more timely and effective manner. Executives tasked with managing customer service divisions are required to ensure that all staff members have buy-in into the customer service process. Our Executive Customer Service Management Training program is designed to provide division heads and management with the key skills to create and sustain a satisfaction-driven culture. Areas such as customer behavior, management of information and people, satisfactory customer problem resolution and the ability to sustain-long term relationships are all central to this valuable seminar.

The day-long Executive Customer Service Management Training program is designed with the unique needs of corporate executives and managers. Classroom discussions, exercises and materials are organized so as to provide a fast-paced learning environment while minimizing critical time spent away from the office. Utilizing a series of videotaped and audiotaped discussions, program participants will work with each other and the instructor to hone individual customer service skills and to understand how to pass on appropriate customer-driven capabilities within their organization. Our Executive Customer Service Management Training program will ultimately enable management to build a customer-centric philosophy into any customer service situation, regardless of whether a customer needs your team to provide a guiding hand, assistance with minor concerns or the focused desire to see a problem through to resolution.

Seminar Objectives:

Participants in the customer service skills training seminar will learn to:

Foster a customer-centric culture
Enable staff to educate customers on issue resolution
Acknowledge customer satisfaction concerns
Set reasonable expectations with customers
Handle unreasonable expectations or customer requests
Accommodate the most difficult customers
Effectively handle all complaints
Be proactive rather than reactive
Understand customer behavior
Show understanding
Gain cooperation from unhappy customers
Teach customer-satisfaction techniques and tools to their staff

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.