Probably one of the most overused and under demonstrated issues of our time is customer service. This programme walks delegates through the building blocks of customer service and shows how SERVICE is about serving. Drawing on the principles of servant leadership, this programme promises to deliver outstanding results for any company involved at forefront of the business.
This programme combines the best of research around the critical dimensions of service quality with a very practical, Customer Relationship Management strategy.
The programme includes:
The Context and Challenges of Customer Service
The link between branding and service
Defining Customer Service and CRm
Service Quality Dimensions
The interplay between service, satisfaction and loyalty
The 4 key elements of Customer satisfaction
Measurement, Benchmarking & Feedback