Supply Chain & Operations

SOP 19 Advanced Customer Service Management

SOP 19 Advanced Customer Service Management


Who should attend?

Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:

  • Managers and customer-facing employees wishing to raise their organisation’s level of service
  • Front-line teams who respond to verbal and written service enquiries and complaints
Course Code:SOP 19
Subject:Advanced Customer Services Management
Course Fee:£365
Duration:3 Days
  • Employees in the service sector and public utilities
  • Supervisors and service team members
  • Marketing executives
  • Students / Fresh graduates who want to pursue career in Service Industry and desired to acquire a promising position in a reputable Organization

Learning Objectives

  • Communicate more effectively and positively with customers
  • Create good first impressions and build trust levels
  • Meet high standards of response and resolution
  • Develop their own personal toolkit to lift service levels
  • Improve first contact resolution pro-actively identifying complaints and fixing them
  • Turn around entrenched, emotionally charged and dissatisfied customers
  • Analyze complaints and recognize patterns to avoid them in the future

Course Content

An Introduction to Customer Service

  • The core principles of customer service excellence
  • Understanding of the different types of customer and the value of customers and their loyalty
  • The costs and impacts of poor customer service
  • How measuring customer relationships can enable greater business success
  • Understanding unpleasant experiences

Essential Customer Service Communication Skills

  • The language and communication skills for successful interactions
  • The message drop-out
  • The three elements of effective communication
  • Building rapport with verbal communication
  • Adapt your behaviour to meet customers’ needs or expectations

Dealing with stress and calming upset customers

  • Understanding what makes customers upset
  • Contrast successful and difficult customer relationships
  • Strategies for calming upset customers; face-to face, over the telephone, via email
  • Understanding the stress of customer services roles
  • Managing, or eliminating, stress

Maintaining a positive and customer-friendly attitude

  • The individual in customer service activities
  • 10 Tools to help you manage your time in customer services
  • Maintaining a ‘can do’ approach
  • Techniques for asking questions
  • Strategies for adding genuine value

Development of a toolkit to build stronger and long lasting customer relationships

  • Why the telephone is so important to customer service
  • Recognising the customer’s preference and adapting accordingly
  • Mastering the telephone
  • Understanding the signals you send out to customers
  • Identify and negotiate the best deal/outcome possible

Main components of a Complaints Management Process

  • Identification of the elements of an effective complaints management process
  • International standards – ISO 10002
  • Social, technological, political and economic factors that are changing customer’s expectation.
  • Why complaints are important to an organization
  • The risks and benefits inherent in complaints

What Customers Look for When They Complain

  • What makes best-in-class complaints handling
  • Setting a strategy for complaint management
  • The positive power of effective complaint handling
  • What is important to customers when they complain
  • Understand the justice customers are looking for when complaining.

People Issues

  • Why customers choose to complain
  • How complaint handlers choose to respond
  • Communication styles and emotional intelligence
  • Build rapport

Skills and Behaviours Needed for Dealing with Complaints

  • Empathy and positive reactions
  • Listening and questioning skills
  • Dealing with difficult customers and problem behavior
  • Taking a future outcomes approach.

Learning from Complaints

  • Data capture and analysis of complaints – the complaints cycle
  • Case Study – UK Ofcom – Consumer Complaints Procedures Review
  • Customer service and culture change
  • Course summary and close