soft skills online training provider

Managing Service Excellence

Do you lead or manage customer-facing teams? Do your teams represent your company to internal or external customers?
Would you like to develop your professional skills in better managing service excellence to your service delivery teams? If so, this highly informative course will help you to lead your customer service teams towards delivering outstanding levels of customer satisfaction.

Managing Service Excellence

MANAGE CUSTOMER SERVICE TEAMS

During this customer service workshop for leaders, participants will learn techniques to better manage the service delivered by their teams of customer service staff. Working together in small groups, learners will use video clips, role plays and case studies to lead their service delivery teams to success.

Managing Service Excellence

TOPICS COVERED DURING THE PROGRAMME

01.Introduction to managing service excellence
  • Building a culture of service excellence in your team.
  • The 6D’s of creating a customer-focused culture.
  • Defining service vision.
02. Managing the customer experience
  • Customers’ emotions and your emotional signature.
  • Creating a customer-centric company.
  • Learning from high-performing organisations’ service delivery.
03. Managing the Service Team
  • Finding the best staff.
  • Developing engaged and empowered employees.
  • Establish better-motivated, happier customer service teams.
04. Evaluating Service Performance
  • Types of service performance measures and their benefits.
  • Purpose of performance measures.
  • Discover how data can be used effectively to improve service.
About This Training

Course overview

  • Understand how to build a culture of service excellence in your organisation.
  • Learn to better manage the customer experience by focusing on customers’ emotions.
  • Learn how to best evaluate service performance and how to improve it.
  • Establish better-motivated, happier customer service teams.
  • Group discussions
  • Mystery shopping
  • Case studies
  • Role plays
  • Simulations

Current and future leaders of service delivery teams.

1 day.

Maximum size of 15.

Available on request.

  • Classroom.
  • Virtual.
GET IN TOUCH

GOT A TEAM TO TRAIN?

If you have a team of employees to train, we specialise in developing customised programmes for all levels of seniority. Contact us for a free, no obligation consultation.

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soft skills online training provider

Plaza Office Tower 41 Floor
Jl. M. H. Thamrin Kav. 28-30 Jakarta 10350 Indonesia

+62(0)212302123

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