Certified Customer Service Manager 13 - 17 Jul 2008 • Dusit Thani Hotel • Dubai 
Developing And Implementing Best Practice Customer Service Strategies
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Event Overview
Key Benefits Of Attending This High Level, Strategic Course Include: |
| • | Identify who your customers are and what they expect |
| • | Discover the sources of customer power |
| • | Examine the three major sources of value to your clients |
| • | Create exceptional quality service standards |
| • | Utilise customer feedback to improve the provision of products and services |
| • | Develop top quality customer service teams |
| • | Review customer retention strategies |
| • | Develop a range of communication techniques to build customer relationships |
| • | Find positive solutions to customer complaints and transform your most challenging customers into champions |
| • | Recognise different customer personality types and the best way to handle them |
Plus
• Assess your individual communication style
through the use of a psychometric exercise
• Achieve a statement of completion |
“Do what you do so well that they will want to see it again
and bring their friends.”
Walt Disney
When dealing with customers you are your organisation’s corporate ambassador and the quality of service will be remembered. The impression you give will be communicated to friends and colleagues who will also tell their friends and colleagues.
With this in mind, IIR once again brings you the popular training course Certified Customer Service Manager. This course is designed to provide you with the skills you need to constantly deliver exceptional customer care.
“The single most important thing to remember about any
enterprise is that there are no results inside its walls. The result
of a business is a satisfied customer.”
Peter Drucker
Driving customer service loyalty is not just about coming up with new marketing messages or jumping through hoops when things go wrong. It’s about creating positive experiences from the word go, through an endless string of needs understood and promises kept.
Certified Customer Service Manager is built on interactive sessions and gives plenty of opportunities to share ideas through syndicate groups and case studies. There will also be a full day dedicated to your participation where you will be given the opportunity to review the customer service challenges and successes of the other delegates.
Don’t miss this opportunity to book your place on the course. Join executives from all over the Middle East to discuss the customer care areas which concern you most as well as how to turn your customers into loyal advocates of your company.
This programme has been developed to align with the Australian Qualifications Framework modules in front-line management, specifically dealing with the categories of “Manage Quality Customer Service” and “Implement And Monitor Continuous Improvement And Systems”.
You can achieve a Statement of Completion for this programme if you opt for assessment.
Assessment for this programme involves the completion of an assignment. You will have four weeks after the end of the course to submit your assignment for assessment.
If you wish to be assessed for this programme you need to notify the course leader that you have opted to be assessed. She will provide you with information on the assignment to be completed and details of where to send it. The assessment for this programme is recorded as Competent / Not Yet Competent.
Successful candidates will receive the Statement of Completion.
This course is specifically designed for all employees who have an active involvement in the provision of customer service excellence in all industries.
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