Customer Focused Management

Code

477

Start Date

2024-05-05

End Date

2024-05-09

City

Paris

Price

4950 $

Language

Participants

1-15

Hotel

Bedford

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Introduction

A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This programme focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.

Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. The course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and teambuilding to quality assurance and leadership skills. This challenging and highly participative programme will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioural styles and proven leadership strategies.

Analyze and implement the best practices of top performing customer service providers
Utilize best practices for measuring and monitoring customer satisfaction
Streamline call centre operations for optimal service levels
Successfully utilize interpersonal skills to supervise and motivate employees
Empower, motivate and retain frontline personnel

Objectives

Describe the importance of the leader as a role model for customer service excellence
Establish the importance of setting and reviewing customer service standards
Describe techniques to motivate teams and individuals for peak performance
Develop effective communication strategies to promote teambuilding
Evaluate surveys to accurately monitor customer satisfaction
Design a realistic and challenging customer service employee training programme

Training Methodology

This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, videos, case studies and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use and facilitate learning. Delegates will walk away from this seminar with the skills, confidence and motivation they need to develop a world-class, customer-centric organisation.

Organisational Impact

A more productive and streamlined customer service operation
Focused and motivated customer service leadership
Increased customer retention and revenue growth
Reduced personnel turnover and increased teamwork
Improved intra/inter departmental communication
Increased communication abilities and interpersonal skills

Personal Impact

Improved management performance by learning techniques to empower, motivate and retain customer service personnel
Enhanced leadership and communication skills required for career advancement
Increased confidence in their abilities to work professionally with difficult or upset customers
The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
Up to date techniques and methods to help them provide world-class service
Improved time management skills and increased productivity

Who Should Attend?

Department managers
Team supervisors
Frontline customer service representatives (CSR)
Account managers
Field service representatives

SEMINAR OUTLINE

DAY 1 : Creating a Customer-Focused Organisation
- Vision and mission of a customer focused organisation
- Case study: Benchmarking world-class customer service companies
- The roles and responsibilities of a customer-focused manager
- Breakout session: Are you a leader or manager?
- The importance of presenting a professional business image
- Breakout session: Customer service from the heart
- Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy
- Mastering nonverbal communication
DAY 2 : Enhancing Leadership and Interpersonal Communication Skills
- Supervising the four personality styles
- Practical exercise: Determining your management style
- Overcoming communication barriers in the workplace
- Practical exercise: Listening Awareness Inventory
- Practical exercise: The most admired character traits of leaders
- The supervisor’s role in conflict resolution and service recovery
- Facilitation Skills: Managing group dynamics
- How to Give and receive constructive feedback
DAY 3 : Setting Customer Service Policies and Performance Standards
- Dr. Deming’s Fourteen Points of Total Quality Management
- Traditional manager versus TQM manager
- Setting SMART objectives to improve customer satisfaction
- Breakout session: Developing a call centre checklist
- Best practices: Methods of measuring and monitoring customer satisfaction
- Empowering frontline employees to better serve their customers
- Breakout session: Developing a customer service complaint checklist
- Role-play exercise: Working with difficult or demanding customers
DAY 4 : Building High-Performance Teams and Motivating Individuals
- The building blocks of a high-performance team
- Your customer service is only as good as your worst employee
- Team building exercise: The paper tower
- The power of mutual support and cooperation
- Building teamwork with support and recognition
- Coaching and mentoring techniques
- The impact of stress on individual and team performance
- The benefits of teamwork and mutual cooperation
DAY 5 :Leading the Way to Superior Customer Service
- Recruiting, interviewing and hiring quality personnel
- Developing and implementing effective training
- The importance of attitude and teamwork
- Professional development and continuous improvement
- Setting performance goals and expectations
- Employee recognition and performance review
- Empowering, motivating and retaining frontline personnel
- End of course review and delegate feedback

European Quality Training and Management Consultancy reserves its full right to change the location of the training program and change the approved lecturer to provide the training program in accordance with the European Quality vision and the conditions of holding the program without prior notice

The European Quality Training and Management Consultancy adopts modern methods of training and raising the efficiency of human resources development, so we follow:

Theoretical lectures through PowerPoint presentations and Visual presentations (videos and short films).
Scientific evaluation for the trainee (pre & post-evaluation).
Brainstorming, application and representation of roles.
Practical situations that are appropriate to the scientific material and with the nature of the work of trainees.
Tests at the end of the course.
The participant receives the scientific and practical material for the training program printed and saved on CD or Flash Memory.
Attendance reports for participants and final results reports with general evaluation of the program.
The scientific material of the training program is prepared in a scientific and professional manner, this is done by the best professors and trainers in all fields and all specialties.
At the end of the program, the trainee is awarded a certificate of attendance and participation issued by the European Quality for Training and Management Consulting, provided that they complete at least 80% of the program's days
The terms and conditions for registration, payment and cancellation apply to all training programs. To see the conditions, please visit the following link, click here and your registration in any training program means your acceptance of the terms and conditions for registration, payment and cancellation
The terms and conditions of the training programs venue apply to all programs, and your registration in any training program means your acceptance of these terms and conditions
All prices on the site do not include the 5% VAT

Registration policy

European Quality Training and Management Consultancy rejects any registration application from any client without a recommendation letter addressed to European Quality Training and Management Consultancy by human resources department or training department of the applicant's employer.
To register for any training program, the deadline is before the training program start by 21 days, and any application after this date is rejected, except for who are accepted according to European Quality Training and Management Consultancy terms and conditions.
European Quality Training and Management Consultancy has the right to accept or reject any registration application without explaining any reasons.
The deadline for registration in any training program is 14 days before the start of the program and no registration is accepted after that, except for those who are approved according to the terms and conditions of the European Quality Training and Management Consultancy or with official approval and confirmation of registration issued by the European Quality Center for Training and Management Consulting
European Quality Training and Management Consultancy does not adopt the policy of the minimum number of participants in the training program if it is not stated explicitly in the terms of the program contract between the trainee or his work and between the European Quality Training and Management Consultancy .
European Quality Training and Management Consultancy has the right to change, modify, or update this policy without prior notice, and the client has to review our policy before registering for any training program.
By registering for any of our training programs, you agree to our policy.

Price and payment policy

All prices shown on European Quality Training and Management Consultancy website are for joining training programs, excluding (hotel bookings for trainees - flight tickets - transportation - travel insurance - and any other special needs of travelers).
The training programs prices shown on European Quality Training and Management Consultancy include only (attending the program, practical and scientific material, coffee breaks, and a certificate after completing the training program.)
If the registration is personal by the client, then he has to pay the training program fees before the starting date by 21 days, via bank transfer to European Quality Training and Management Consultancy account.
If the registration is under an official letter issued by the trainee's employer, then the employer is responsible for paying the training program fees and European Quality Training and Management Consultancy has the right to claim the program fees before its starting date.
The trainee's employer is obliged to send the fees to European Quality Training and Management Consultancy account within a period of 90 days at maximum, from the program ending date.
European Quality Training and Management Consultancy has the right to change, modify, or update this policy without prior notice, and the client has to review our policy before making any deal.
By registering for any of our training programs, you agree to our policy.

Cancellation policy

The client do not has the right to cancel his reregistration before the starting date by less than 21 days. If the client cannot attend the training program for any reason, he can attend another training program at any other time, and he shall not be entitled to claim to European Quality Training and Management Consultancy any money or compensation in any way.
European Quality Training and Management Consultancy is entitled to cancel the registration of any participant in any training program without explaining the reasons, in accordance with European Quality trends and policy.
European Quality Training and Management Consultancy is entitled to confirm the registration according to its status and provide seats according their general policy.
European Quality Training and Management Consultancy is entitled to cancel any training program and is committed to refund all fees paid by the clients.
European Quality Training and Management Consultancy is entitled to change the training program venue as required without explaining any reasons, and they are not committed to refund any paid fees if the client cannot attend the program or the new venue is not suitable for the trainee's employer because of an emergent change of the venue, and the paid fees are saved in the client's account and can be used for registration for other training programs at another time.
European Quality Training and Management Consultancy has the right to change, modify, or update this policy without prior notice, and the client has to review our policy before asking for cancelation.
By registering for any of our training programs, you agree to our policy.

Discount policy

The European Quality Training and Management Consultancy offers special prices on some training programs for groups to participate in the programs (more than three participants in the program) starting from 20% and up to 40% of the basic price of the program and the discount rate is approved according to a technical and financial offer addressed to the trainee's work, showing details The program, the date of the meeting and the discount rate. When the price is approved after the discount, the new price of the program will be clarified on the website. It is available to all customers who wish to take advantage of the new price and participate in the activities of the training program
that you register in any program The acceptance of the policy of discounts applied to the European Quality Training and Management Consultancy.

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