Costumer Service Courses

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    THE CUSTOMER COMPLAINTS SYSTEM

    This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant and the system's or procedural aspect related to how the organization should process a complaint, every step of the way, from the moment it is raised to its conclusion. In addition the course also covers the necessary preparations an organization must go through in terms of culture development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.

    Target Audience

    Customer complaint system managers and staff, customer service managers and staff, as well as managers and staff of support departments such as HR and IT, that provide services to other departments (internal customers) in the organization.

    Target Competencies

    • Customer orientation
    • Empathic outlook
    • Emotional control
    • Meeting standards
    • Systems judgment
    • Organized workplace
    • Quality orientation

    Course Methodology

    In addition to short presentations by the consultant and the resulting written or oral questions that are debated by the group, this course relies on case studies, exercises and the design of procedures and forms by work teams as well as role plays.

    Course Objectives

    By the end of the course, participants will be able to:

    • Defend the vital role of a customer complaints management system in enhancing organizational performance
    • Implement a customer feedback system that will maximize customer satisfaction and retention
    • Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
    • Formulate relevant key performance indicators to assess and audit complaint systems
    • Evaluate existing systems and benchmark against world’s top complaints handling standards

  • latest blog post
    THE CUSTOMER COMPLAINTS SYSTEM

    This specialized course tackles the issue of customer complaints by focusing on its two components: the behavioral aspect related to the individual employee who deals face to face with the complainant and the system's or procedural aspect related to how the organization should process a complaint, every step of the way, from the moment it is raised to its conclusion. In addition the course also covers the necessary preparations an organization must go through in terms of culture development and openness before it can hope to benefit from complaints, recover complaining customers, improve internal processes and achieve new heights in customer satisfaction.

    Target Audience

    Customer complaint system managers and staff, customer service managers and staff, as well as managers and staff of support departments such as HR and IT, that provide services to other departments (internal customers) in the organization.

    Target Competencies

    • Customer orientation
    • Empathic outlook
    • Emotional control
    • Meeting standards
    • Systems judgment
    • Organized workplace
    • Quality orientation

    Course Methodology

    In addition to short presentations by the consultant and the resulting written or oral questions that are debated by the group, this course relies on case studies, exercises and the design of procedures and forms by work teams as well as role plays.

    Course Objectives

    By the end of the course, participants will be able to:

    • Defend the vital role of a customer complaints management system in enhancing organizational performance
    • Implement a customer feedback system that will maximize customer satisfaction and retention
    • Manage every phase of the complaint handling process from preparation to closing including receipt, analysis, escalation, tracking, and all internal and external communication
    • Formulate relevant key performance indicators to assess and audit complaint systems
    • Evaluate existing systems and benchmark against world’s top complaints handling standards

  • latest blog post
    IDENTIFYING TRAINING NEEDS AND EVALUATING TRAINING

    A successful training function relies heavily on proper identification of training needs and evaluation of training. This course aims at converting subjective decisions for choosing training programs to more objective decisions based on proven training methodologies. Such a paradigm shift increases the value of the training department within an organization. In addition, the focus is to build an awareness for evaluation that spans the most common evaluation forms and assessments to include evaluations for skills transfer and return on investment.

    Target Audience

    Administrators, officers, specialists, team leaders, managers, business partners as well as line mangers responsible for identifying training needs and or evaluating training within their organizations.

    Target Competencies

    • Training needs assessment and analysis
    • Evaluation of training
    • Deciding and initiating action
    • Working with people
    • Persuading and influencing
    • Presenting and communicating
    • Applying expertise and technology
    • Following instructions and procedures
    • Planning and organizing

    Course Methodology

    Highly practical and engaging. The course presents theory followed by practical exercises developed to apply theoretical knowledge in organizational settings.

    Course Objectives

    By the end of the course, participants will be able to:

    • Use internationally recognized methods for identifying training needs
    • Analyze and sort the data obtained from a Training Needs Assessment (TNA)
    • Write Instructional Learning Objectives (ILOs) that are aligned with the results of the TNA
    • Evaluate the effectiveness of training at various levels using proper data collection methods and instruments for each level of evaluation
    • List ways to improve transfer of skills from training workshops to the workplace
    • Calculate the Return on Investment (ROI) for training programs by determining their financial costs and returns

  • latest blog post
    IDENTIFYING TRAINING NEEDS AND EVALUATING TRAINING

    A successful training function relies heavily on proper identification of training needs and evaluation of training. This course aims at converting subjective decisions for choosing training programs to more objective decisions based on proven training methodologies. Such a paradigm shift increases the value of the training department within an organization. In addition, the focus is to build an awareness for evaluation that spans the most common evaluation forms and assessments to include evaluations for skills transfer and return on investment.

    Target Audience

    Administrators, officers, specialists, team leaders, managers, business partners as well as line mangers responsible for identifying training needs and or evaluating training within their organizations.

    Target Competencies

    • Training needs assessment and analysis
    • Evaluation of training
    • Deciding and initiating action
    • Working with people
    • Persuading and influencing
    • Presenting and communicating
    • Applying expertise and technology
    • Following instructions and procedures
    • Planning and organizing

    Course Methodology

    Highly practical and engaging. The course presents theory followed by practical exercises developed to apply theoretical knowledge in organizational settings.

    Course Objectives

    By the end of the course, participants will be able to:

    • Use internationally recognized methods for identifying training needs
    • Analyze and sort the data obtained from a Training Needs Assessment (TNA)
    • Write Instructional Learning Objectives (ILOs) that are aligned with the results of the TNA
    • Evaluate the effectiveness of training at various levels using proper data collection methods and instruments for each level of evaluation
    • List ways to improve transfer of skills from training workshops to the workplace
    • Calculate the Return on Investment (ROI) for training programs by determining their financial costs and returns

  • latest blog post
    IDENTIFYING TRAINING NEEDS AND EVALUATING TRAINING

    A successful training function relies heavily on proper identification of training needs and evaluation of training. This course aims at converting subjective decisions for choosing training programs to more objective decisions based on proven training methodologies. Such a paradigm shift increases the value of the training department within an organization. In addition, the focus is to build an awareness for evaluation that spans the most common evaluation forms and assessments to include evaluations for skills transfer and return on investment.

    Target Audience

    Administrators, officers, specialists, team leaders, managers, business partners as well as line mangers responsible for identifying training needs and or evaluating training within their organizations.

    Target Competencies

    • Training needs assessment and analysis
    • Evaluation of training
    • Deciding and initiating action
    • Working with people
    • Persuading and influencing
    • Presenting and communicating
    • Applying expertise and technology
    • Following instructions and procedures
    • Planning and organizing

    Course Methodology

    Highly practical and engaging. The course presents theory followed by practical exercises developed to apply theoretical knowledge in organizational settings.

    Course Objectives

    By the end of the course, participants will be able to:

    • Use internationally recognized methods for identifying training needs
    • Analyze and sort the data obtained from a Training Needs Assessment (TNA)
    • Write Instructional Learning Objectives (ILOs) that are aligned with the results of the TNA
    • Evaluate the effectiveness of training at various levels using proper data collection methods and instruments for each level of evaluation
    • List ways to improve transfer of skills from training workshops to the workplace
    • Calculate the Return on Investment (ROI) for training programs by determining their financial costs and returns