Course Overview

Tomorrow’s profitability is determined by today’s customer service. The loyalty of customers depends on how satisfied they are with your organization or team’s performance. Customer service or customer care initiatives are costly and often high profile, but if not managed in the context of the wider organizational change challenges, they can deteriorate training which do not deliver tangible benefits.

Who should attend?

·         Marketing Managers

·         Customer care personnel

·         HR and Training managers who are responsible for customer care training

·         Frontline operations managers

Benefits:

At the end of the programme, participants should be able to:

·         Understand the essential factors for customer satisfaction

·         Recognise the main challenges  of managing the customer interface

·         Appreciate how customer service initiatives must be integrated into a whole strategy of customer orientation.

·         Consider practical issues of developing an appropriate customer service programme and marketing it internally, from segmentation and customization of the programme to the question of branding and positioning.

Logistics

• Minimum class size is ten (10) and maximum twenty (20).  This is to achieve maximum interaction and provide opportunity to discuss individual circumstances and issues.
• Time is usually between 9am and 5pm each day, including coffee breaks and lunch.
• Programme facilitators: facilitators will be drawn from the MCC faculty members including accomplished professionals in various fields of specialisation and members of the academia.
• Payment must be made one week before the chosen programme and should be accompanied by your completed booking form.  Cheques should be made payable to ‘Mark Calthers Consulting”.  Please write the course date and course title on the reverse of your cheques and on any other correspondence.

            Programme fees include:

         -Programme facilitation & direction
         -Course materials & documentation
         -Course venue, lunch & refreshments
         -Certificate of accreditation

• If you make three or more bookings at any one time, you will receive a 10% discount off the total course fees.

Register for this programme by Clicking here