Summary outline of the webinar
In a highly competitive market, the quality of the Customer Service will determine the customer’s loyalty and increase the chances of the customer to become an advocate of the company. A highly qualitative customer service process can be achieved in a culture of Customer Service Excellence. This webinar focuses on describing the factors that build such a culture, with a focus on the internal processes that ought to be implemented within the organization, as well as the appropriate standards of the Customer Service Person.
Main topics covered
- Importance of creating an internal Customer Service Excellence mindset
- The Customer Service person’s attitude, behavioral standards, knowledge & skills
- The Customer Service process flow
- Tools for measuring the customer’s satisfaction
Key Learning Points
- Understand the benefits of developing a Customer Service Excellence culture within your organization
- Learn how to train your personnel in order to deliver excellent results in the field of customer service
- Understand the importance of a structured and well-defined customer care process
- Understand the advantages and disadvantages of using one of the most popular customer satisfaction evaluation tools – the survey
Online Purchasing Instructions
Choose a product and add it to the cart
Add more products or proceed to checkout
Fill in all the information and finalize the order
Check your email for confirmation and details
Filter
Now Shopping by
Shopping Options
- Category Root Catalog Remove This Item
Functional Area
- Accounting 132 items
- Corporate Services 2 items
- CSR / Sustainability / Environmental Care 3 items
- Finance 14 items
- Governance, Compliance and Risk 5 items
- HSSE 1 item
- Human Resources 36 items
- Information Technology 10 items
- Knowledge & Innovation 19 items
- Marketing & Communications 16 items
- Online Presence – eCommerce 3 items
- Portfolio & Project Management 9 items
- Production & Quality Management 4 items
- Sales & Customer Service 16 items
- Supply Chain, Procurement, Distribution 22 items
- N/A 432 items
Industry
- Agriculture 128 items
- Arts & Culture 6 items
- Construction & Capital Works 1 item
- Customs 1 item
- Education & Training 2 items
- Financial Institutions 8 items
- Government - State / Federal 6 items
- Government – Local 4 items
- Healthcare 18 items
- Hospitality & Tourism 15 items
- Infrastructure Operations 5 items
- Media 2 items
- Non-profit / Non-governmental 2 items
- Postal & Courier Services 1 item
- Professional Services 9 items
- Publishing 2 items
- Real Estate / Property 17 items
- Resources 4 items
- Retail 8 items
- Sport Management 8 items
- Telecommunications / Call Center 14 items
- Transportation 5 items
- Utilities 16 items
- N/A 442 items
Practice domain
- Balanced Scorecard System 141 items
- Benchmarking 25 items
- Customer Service 11 items
- Data Analysis 13 items
- Data Visualization 3 items
- Employee Performance 50 items
- Innovation Performance 10 items
- Performance Improvement 101 items
- Performance Measurement 289 items
- Personal Performance 6 items
- Strategy and Business Planning 8 items
- Supplier Performance 6 items
- N/A 62 items