World-Class Customer Service Management {CSM}
The market competition today is moving from product to service and the competition of service industry has put more attention to customer service excellence. More and more CEO’s are realizing quality customer service is the key to customer retention and cost saving and it’s not a secret that a service without satisfied (internal or external) customer will become obsolete soon. This course will help employees in developing a world class service management and checklist comprehensive to follow, implement and sharpen their service to their organizations.
This course will cover the basic and advanced topics in customer service management that enable the participants to increase their awareness and knowledge of the latest development of customer service in terms of technology as well as management concept. Customer service managers will also learn how to develop appropriate plans to integrate the customer service center within the organization and bring new insights, set visions and lead customer service teams. Whether implementing a new customer service or rejuvenating an existing one, participants will be prepared for the challenges. This course addresses the importance of managing the customer service outputs and exceeding customer expectations by elevating customer care and professionalism at the customer service center.
By the end of this course, delegates will be able to:
Executives, Managers, Team Leaders, PR Managers, PR Assistants, PR Executives, PR Researchers, Marketing Assistants, Marketing Executives, Customer Relationship Management (CRM), Supervisors, Product Managers, Marketing Managers, Marketing Assistants, Marketing Executives, Business Unit Managers, Sales Managers, Customer Care Managers and Supervisors, Directors of Public Relations, Directors of Marketing, Senior Public Relations Managers, Company Directors, General Managers, Senior Managers, Engineers, Foremen, Analysts, marketing staff at any level in the organization, market research, loyalty scheme managers, Those in PR in public sector, private sector and not-for-profit organizations, Those in PR at the national, regional and community level, those working for international, global or supranational organizations, those who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools
A Strategic Partner to the Business
Managing Operation
Customer Relationship Management (CRM)
Managing Customer Satisfaction
Planning Customer Satisfaction Research on Contact Centre
Managing Technology
Managing People & Performance
Managing a Business Unit
World-Class Customer Service Framework
Customer Service Centre Analysis
Quality Assurance
The Customer Service Quality Standard and Site Audit
Process Improvement and Problem Solving
Best-in-Class CRM Benchmarking
Customer Service Statistics and Numbers
Knowledge Management
| Code | From | To | City | Fee | |
|---|---|---|---|---|---|
| PR21 | 27 Jan 2020 | 31 Jan 2020 | London | US$ 5000 | Book |
| PR21 | 22 Mar 2020 | 26 Mar 2020 | Doha | US$ 4000 | Book |
| PR21 | 04 May 2020 | 08 May 2020 | Bali | US$ 5500 | Book |
| PR21 | 06 Jul 2020 | 10 Jul 2020 | Kuala Lumpur | US$ 4500 | Book |
| PR21 | 14 Sep 2020 | 18 Sep 2020 | Bangkok | US$ 4500 | Book |
| PR21 | 09 Nov 2020 | 13 Nov 2020 | Istanbul | US$ 4500 | Book |
|
DUBAI OFFICE
Ittihad Deira Building, |
USA OFFICE 642 E14 Street,10009-13 Manhattan, New York (NY) USA info@petrogas-training.com |
EGYPT OFFICE 52 General Kamal Hejab Street,Suez Bridge, Cairo, Egypt info@petrogas-training.com |
Certificate of Completion will be provided to the candidate(s) who successfully attend and complete the course. Training hours attendance percentage of 75% is required.
Standard course hours: 8:30 A.M. to 3:30 P.M. Informal discussions: 4:30 P.M. to 5:30 P.M.
We use a blend of interactive and hands-on methods, active participation, a variety of instructional techniques, dynamic presentations, individual and group exercises, in depth discussion, DVD’s, role-plays, case studies, examples. All of the information, competencies, knowledge and skills acquired within our training programs, are 100% transferrable to the participants’ workplace.
Pre-Test and Post-Test Assessment are applied on 5-day and 10-day programs. Also, post course evaluation and candidate’s evaluation are applied to add another level of quality measurement. Candidates’ feedback is highly appreciated to elevate the training service quality.
A- Have staff trained in the latest training and development approaches
B- Support nationalization and talent management initiatives
C- Have properly trained and informed people who will be able to add value
D- Gain relevant technical knowledge, skills and competencies
A- Develop job related skills
B- Develop personal skills in subject matter
C- Have a record of your growth and learning results
D- Bring proof of your progress back to your organization
F- Become competent, effective and productive
G- Be more able to make sound decisions
H- Be more effective in day to day work by mastering job-related processes
I- Create and develop competency to perform job well
A- 10% discount after 05 candidates’ registration.
B- 15% discount after 10 candidates’ registration.
C- 20% discount after 20 candidates’ registration.
D- 25% discount after 25 candidates’ registration.
E- 30% discount after 30 candidates’ registration
F- Higher discount rates will be offered based on work volume with different clients.
A- One extra free seat is offered on 4 candidates on the same course and dates.
B- Two extra free seats are offered on 6 candidates on the same course and dates.
C- Three extra free seats are offered on 8 candidates on the same course and dates.
D- Four extra free seats are offered on 10 candidates on the same course and dates.
E- Five extra free seats are offered on 12 candidates on the same course and dates.
Nominations to our public courses are to be processed by the client’s Training and/or HR departments. A refund will be issued back to the client in the event of course cancellation or seat unavailability. A confirmation will be issued to the relevant department official(s).
If a confirmed registration is cancelled less than 5 working days prior to the course start date, a substitute participant may be nominated to attend the same course or a 20% cancellation charge is applied. In case of a no-show, a 100% fee will be charged.
PAYMENT POLICY
Payment is due upon receiving the course confirmation, invoice and/or proforma invoice. However; the fee due can be wire transferred to our bank account directly after course completion. Our bank details are illustrated on the confirmation, invoice and proforma invoice, as well. The above documents can be communicated electronically, i.e., in a soft copy or/and in hard copy based on customer’s request.
COPYRIGHT
© 2017. Material published by PETROGAS shown here is copyrighted. © 2017. All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing in any medium, transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.
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