Course Description
Great Customer Service can be achieved when the whole organization has an aligned service culture focused on providing customers with ease of doing business with the organization. This Intermediate Customer Service course guides the participants in identifying customer pain points or bottlenecks and finding solutions for these. Through this course, participants will also learn how to communicate better with the customer, their teams and other departments who need to work together to deliver the service or solution that the customer needs.
Performance Objectives
-Upon completion of this workshop, participants should be able to provide better customer experience by communicating better with their team and their customers, setting expectations, guiding and assisting customers in getting stress-free service.
Learning Objectives
By the end of this course, the participants shall be able to:
- Comprehend the significance of ease of doing business and its impact on the organization
- Identify customer pain points or bottlenecks and find workable solutions for better service delivery
- Employ communication strategies to improve ease of doing business
- Present solutions to common service delivery issues
Course Topic Highlights
1. Service Delivery Framework & Culture
2. Principles of Ease of Doing Business
3. Service Delivery Assessment
4. Customer Service Assessment Metrics
5. Identifying Customer Touch Points
6. Identifying Customer Pain Points & Service Bottlenecks
8. Sphere of Control & Influence
9. Addressing Customer Pain Points through Service Design Thinking
10. Service Delivery Communications
11. Frontline Customer Communications
12. Team Communications
13. Inter-Department Communications
14. Systematic Customer Communications
15. Service Delivery Action Plan
16. Common Issues in Service Delivery
17. Finding & Presenting Solutions for Management Approval
18. Listening to Stakeholders’ Feedback
19. Next Steps: Applying Service Delivery Lessons at Work
Here are the rates:
Webinar Rate
Php4500 +12%VAT = Php5040
Seminar Rate
Php8500 +12%VAT = Php9520
Full details & Registration:
https://businessmaker-academy.com/live-webinar-service-delivery-ease-of-doing-business/
For more inquiries, you may contact us at:
Landline: (632) 8687-4645, 8687-3416
Mobile/Viber: (0917) 6372471, (0912) 2231826, (0917) 1357279
Email:
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www.businessmaker-academy.com
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