Excellence in Customer Service Management

COURSE OBJECTIVES

The course is designed to give participants an opportunity to develop and improve their understanding of the principles of Customer Service Excellence – especially as it applies to Telecoms Operators.

There are practical aspects to the training. It includes 4 workshops which allow participants to trial their new learnings but in the safety of the classroom environment.

The course then considers the future – both in terms of the evolving Telecommunications landscape as well as the expected future developments of Customer Service itself.

Some working experience within the Telecommunications Industry and are part of – or soon to be part of – customer-facing departments.

WHO SHOULD ATTEND?

  • Managers and Supervisors who are new to the Customer Service environment or who need to refresh their skills
  • Front line Customer Service staff
  • Anyone keen on providing excellent customer service

COURSE DURATION
2-day instructor-led.

 

COURSE OUTLINE

  • INTRODUCTION
  • Who are my Customers? 
  • ‘Manage every Customer Touch point’
  • The Role of the Organisation
  • A Look into the Future of Customer Service
  • Practical Workshops
  • REVIEW & CLOSE  
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