PROGRAM TITLE
Strategic Customer Service Management

DURATION
5 (five) days

DATES
Upon request at least 6 weeks prior to the date of commencement for a minimum of 6 participants

VENUE
Windsor Plaza Hotel, Ho Chi Minh City – Vietnam or another venue of your choice

PROGRAM OBJECTIVES
This program is designed to enable participants to better:

  • Understand the concept of Strategic Customer Service Management
  • Approach on how to make changes in their organization to drive customer satisfaction toward customer loyalty.
  • Manage the implementation Effective Customer Service strategies & plans

 

PROGRAM CONTENT
Over the 5 days period CSM themes are explored through a number of core sessions that address specific related issues. These sessions include – but will not always be limited to:

  • Concept of Strategic Customer Service Management
  • The evolution of Customer Service Management
  • Customer Loyalty the ultimate goal of CSM
  • Differentiate your organization from competitors by providing superior service
  • From Call Center to Contact Center
  • CSM as differentiators in hyper-competitive market
  • Technology as enabler
  • Crafting Customer Service Strategy, Plans, Programs, Policies, Systems & Procedures
  • Build a customer service-driven culture within their organization
  • The effective organization of CSM
  • How to transform employee as service excellent provider
  • Keep on track and keep moving a head (monitoring and improvement)
  • Be proactive rather than reactive
  • Provide exceptional customer service and protect long-term relationships

 

LEARNING METHODOLOGY
A proper mix of lectures, Q&A, sharing, discussions, exercises and activities.

RECOMMENDED PARTICIPANTS

  • Customer Service related Executives
  • Sales & Marketing related Executives
  • Corporate Planning Executives
  • QA Executives
  • All Managers
  • Those who must provide significant contributions in ensuring effective Customer Service Management at their organization
  • Those groomed for above positions

 

COURSE FEE

  • US$ 2400.- per person, net into our account
  • Including a certificate, refreshments, lunch, stationery and writing instruments

 

REGISTRATION
Publimaks International
Email : marketing@publimaks.com
Phone : +62 21 7456755
Fax : +62 21 7452049