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A Customer service Management Program

A Customer service Management Program

Customer Service

- Develop a wholistic customer care approach by taking into consideration seven different aspects of the definition of customer service
- Create objectives and programs to maximize internal customer satisfaction
- Evaluate the design, implementation and analysis of customer satisfaction surveys
- Use customer complaints as the springboard for service improvement
- Write service Level Agreements (SLAs) to ensure clarity and conformance
- Assess the service aspect of the organization or department through well chosen Key performance Indicators (KPIs)


Module 1: Defining and appreciating the customer Module 2: Importance of the internal customer Module 3: Customer service as a strategic imperative Module 4: Customer satisfaction surveys and other vital tools Module 5: Customer complaints and service recovery Module 6: Service Level Agreements (SLAs) Module 7: KPIs for customer service


Case studies, self-evaluation exercises, application of service quality tools, video clips with debriefs, oral and written questions resulting in debates and more are all used in this course in addition to brief consultant and participant presentations


5 Days




On premises; online; others

A Customer service Management Program
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