Page 47 - Radius Training Corporate Brochure

CUSTOMER SERVICE SUPERVISOR

(A Two-Day Training Programme)

Best suited to Course Outline

Those professionals whose focus is on  Elements of the customer relationship
understanding the role of the customer and how
the relationship with them impacts the  Understanding customer service expectations
organisation; customer service managers and  Achieving competitive advantage
team leaders looking to shape customer service
culture will find it full of useful insights and * Setting your organisation apart
information.  Customer Relationships

* As a product
Objectives * As a process

By the end of this training, participants will be able to:  The role of the Customer Service Supervisor
 Identifying the customer
 Understand the importance of customer * Internal customers
relationships
* External customers
 Identify the components of the customer
relationship * Customer hierarchy

 Understand how individuals can affect  Evaluating customer service
customer relationships * Customer perception points
 Identify different types of customers within * RATER model
the organisation
* Six levels of service
 Improve their understanding of customer
motivations  Identifying customer wants and needs

 Evaluate their organisation’s performance * Reasons for customers to complain
levels against customer service standards * Obtaining customer feedback
 Develop a customer-focused team culture  Developing a customer-focused team culture

Overview

This workshop explores the various intertwined
aspects of the customer relationship process,
examining it from all angles and formulating best
practice standards to take back to the workplace.

B r o a d e n i n g t h e C i r c l e www.radius.training 47