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.