P-E Corporate Services SA (Pty) Ltd Management Consultants

Managing Customer Service

A two-day programme for Managers

Offered as a public or in company training course

Customer Service Quality is one of the main factors that will retain and grow loyal customers. In the private sector dissatisfied customers quit by taking their business elsewhere. In the public sector dissatisfied customers quit by crusading, obstructing and at worst even destroying. The role of the manager is to ensure an effective service delivery system through:

knowledge of customers service expectations and perceptions of the organisation’s current service performance levels.
development of systems and procedures that will meet and exceed customer expectations whilst maintaining profitability and/or affordability.
empowerment of employees with the required service knowledge and skills and enabling them to apply these to the benefit of the Customer, the Organisation and the Employee.
deployment of a continuous service improvement process that will integrate a sustainable winning service culture in the organisation

The Managing Customer Service programme has been designed to ensure effective knowledge and skills learning and transfer to the work situation. During the course, practical knowledge and skill development is facilitated by audio-visual presentations, discussions, experiential learning exercises and self-discovery. Value adding assessment tools are also included to assist the manager to perform his/her role effectively.

What Participants Will Learn

Delegates obtain knowledge, conceptual understanding and behaviour skills that will also enable them to enhance a strong service attitude within their organisations. The application of the skills learnt will lead to the triple-win concept whereby the customer wins, the organisation wins and the employee wins. The training programme consists of two modules of one day each. The areas covered by each module are as follows:

Module 1 Knowledge, Conceptual and Experiential	Module 2 Behaviour Skills
The Four Phase Winning Service Model	Analysing Own and Other Behaviour Styles
Assessing Internal & External Service Quality World Class Service Dimensions	Determining the Effect of Own Behaviour on Others and Vice Versa
Charting a Winning Service Route	Learning Behaviour Flexibility towards Win-Win
Enabling through Systems, Procedures and Staff Development	Developing Staff in terms of Strengths and Weaknesses in their Behaviour Styles
Sustaining of and Capitalising on a Winning Service Culture	Positioning Staff for the most effective Service Delivery