CS11
Course Contents
Module 1: What do We Want Our Customers to Experience?
Key Topics
- The importance of customer care
- Understand why superior service is critical
- Why good service isn’t good enough
- Identifying how excellence in public sector customer service is delivered and managed
- Understand the need for customer service skills and what they look like at each customer ‘touchpoint
Module 2: Measuring Customer Service Success
Key Topics
- Identify strengths and weaknesses in your current customer service approach
- Identify and correct service barriers
- Solve priority customer service problems
- Service quality tools and techniques – cause and effect analysis, Pareto Analysis, etc.
- Approaches used by the public sector internationally to deliver customer service excellence
Module 3: Demonstrate Customer Service Professionalism
Key Topics
- Maintain and sustain a positive mental attitude
- Build and monitor the service team to exceeding customer expectations every time
- Identify ‘best practice’ in managing different customer situations, including complaints
- Mastering the ways to develop & maintain a positive, customer service focused, attitude
Module 4: Handling Complaints
Key Topics
- Mastering the techniques for dealing with difficult customers
- Stopping complaints from recurring
- What satisfies customers who complain?
- The six satisfaction elements to embrace when handling complaints
- Handling difficult customers
Module 5: Customer Service Management Strategy
Key Topics
- Quality Service Statement
- Cultural analysis/measurement
- Support values & beliefs by creating and sharing success stories
- Update customer service systems/procedures
- Re-recruit’ customer service employees using a toolkit
