Service Excellence
5 Programmes Available
Category
Programmes Available

Satisfaction to Delight - A Programme for Excellence in Customer Service

Duration: 2 Days

Satisfaction to Delight - A Programme for Excellence in Customer Service
Duration: 2 Days
In this course, we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioural and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations. 

Winning Customer Service in a Multi-Cultural Environment

Duration: 4 Days

Winning Customer Service in a Multi-Cultural Environment
Duration: 4 Days
Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected in this course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers in a multi-cultural environment. This course will cover everything from the most appropriate behaviour and communication with customers, to tools and techniques used to analyze the level of service and improve it to ensure customer delight.

Service Management - A Customer service Management Programme

Duration: 5 Days

Service Management - A Customer service Management Programme
Duration: 5 Days
Good customer service can be considered as the 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 organization 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 ...

Service Recovery - The Customer Complaint System Management

Duration: 4 Days

Service Recovery - The Customer Complaint System Management
Duration: 4 Days
This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant, and the system's or procedural aspect related to how the organization should process a complaint, every step of the way, from the moment it is raised to its conclusion. Relying international best practices, the course also covers the necessary preparations an organization must go through in t ...

Supplier Relationship Management

Duration:

Supplier Relationship Management
Duration:

In business, relations and profitability go hand in hand. Having the right vendors on board and achieving the ideal relationship with them can spell the difference between good and great performance levels. In this course, we describe the spectrum of business relationships and discuss how vendor profiles can be developed to improve each relationship. We then list the different go-to-market strategies and discuss how they can be used to integrate vendor relations. Finally, we highlight the lea ...

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