PROGRAM TITLE
Strategic Customer Service Management

DURATION
5 (five) days

DATES

  • 02 – 06 June 2024
  • 27 – 31 October 2024

VENUE
Copthorne Hotel Doha or similar hotel in Doha – Qatar

PROGRAM DESCRIPTION & OBJECTIVES

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$ 3750.- per person, net into our account
  • Including a certificate, refreshments, lunch, stationery and writing instruments

REGISTRATION

Registration closing date : 5 (five) weeks prior to the commencement date of the program.

SMT: Course Registration Qatar

If you are interested to attend our training course, you may submit your registration by filling out the form below and we will get back with you shortly.

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