Managerial Facilitation of Value-Added Customer Service Excellence Postgraduate Course - Online

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HRODC Postgraduate Training Institute, A Postgraduate-Only Institution

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• Course description
  Duration:5 DaysCourse Contents, Concepts and IssuesPart 1: Contribution of Good Customer Service to Organisation’s Mission and Vision Establishing Good Strategy Policy Benchmarking and Good Practice in Customer Care; Balanced Scorecard; Internal and External Factors Influencing Client Behaviour; Client Motivation; Responsibility of the Service Provider and Manufacturer; Value of Front – Line Staff to Organisational Effectiveness; Features of A Client-Driven Organisation; How Can We Assure Clients That They Are Getting A Good Deal?; Working Towards Clients’ Continued Accessing of Service.Part 2: Creating Value through Service Excellence The Sales of Goods Act; Legal Interpretation of ‘Fitness for Purpose’; Sensitisation and Client Needs: Role Transposition; What to Know About Your Clients; Who Has Customer/ Client-Relation and Customer/ Client-Relation Responsibility?; Maintaining a Generalised Client Information System; Dealing with Sensitive Situations: Confidentiality Vs Disclosure.Part 3: Dealing with and Irate Client: Understanding Clients’ Frustration Improving Worker-Client Relation; Dealing With ‘The Irate Customer/ Client; Communication: Perfecting ‘The Approach’ and Offering Assistance; Empowering Front-Line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’; Seeking Help and Advice from Colleagues and Managers, When Faced With Difficult Situations; Contribution to the Maintenance of Customer / Client Loyalty. Part 4: Responsibility Dealing With Conflict between Client / Customer and Front Line Staff; The Responsibility of Service Provider and Manufacturer; Client Service: The Legal Environment; Obligations of the Retailer/ Service Provider under the ‘Sale of Goods Act 1979’; The Responsibility of Service Provider and Manufacturer.Part 5: Internal Customer The Role of Trading Standards in Dealing with Consumer Complaints; Developing Understanding of Internal Customer Needs; Conflict in Internal Customer Relationship; The Importance of Training and Development in Promoting Customer Service Excellence; Customer Client Relationship and Performance Management; Internal Reward System as a Catalyst for Customer Service Excellence.

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