Customer Service Management

Course Description:

In this Customer Service Management course, participants will gain comprehensive knowledge and practical skills to excel in managing customer interactions effectively. The course covers essential aspects of customer service, from understanding customer needs to resolving conflicts and enhancing overall customer satisfaction.

Modules Covered:

Module 1: What is Customer Service or Define Customer Service?
Module 2: The importance of Customer Service
Module 3: Four key principles of Customer Service in the Retail Business
Module 4: 16 key customer service skills in the Outsourcing Industry
Module 5: Customer Service in Retail Business
Module 6: Different types of customers in the Retail Business
Module 7: Type of customers to take care of after purchase or service in the Retail and Outsourcing Business
Module 8: 10 types of Customer Service Channels
Module 9: How to Appreciate Customers?
Module 10: Importance of BPO Customer Support Service
Module 11: Customer Service Experience
Module 12: Strategies and Tools for Delivering Great Customer Service
Module 13: Case Study

Course Objective:

Develop Customer-Centric Strategies: Formulate and implement customer service strategies that align with organizational objectives.
Enhance Communication Skills: Improve verbal and written communication skills for effective customer interaction.
Master Conflict Resolution: Acquire techniques for resolving customer conflicts and turning challenging situations into positive outcomes.
Utilize Technology for Customer Service: Learn to leverage technology to enhance customer service processes and stay updated on industry trends.
Foster Team Collaboration: Understand the significance of teamwork in providing consistent and high-quality customer service.

What you will learn:

Strategic Planning Proficiency: Develop the ability to create and implement customer-centric service strategies.
Effective Communication Skills: Master communication techniques that foster positive customer interactions.
Conflict Resolution Expertise: Acquire skills to handle and resolve customer conflicts efficiently.
Technology Integration Capability: Learn to integrate technology for improved customer service processes.
Collaborative Team Player: Understand the importance of teamwork and collaboration in delivering exceptional customer service experiences.