CUSTOMER CENTRIC MANAGEMENT

A customer-focused organisation is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organisation. This programme focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability. Leaders are role models in planning, communication, coaching and employee recognition. Their efforts result in increased employee loyalty, greater innovation and improved customer satisfaction. The course covers customer service management responsibilities, from the most fundamental tasks of hiring, training, coaching and team-building to quality assurance and leadership skills. This challenging and highly participative program will focus on creating and managing effective teams, dealing with difficult customers, understanding behavioral styles and proven leadership strategies. • Analyse and implement the best practices of top performing customer service providers. • Utilize best practices for measuring and monitoring customer satisfaction. • Streamline call center operations for optimal service levels. • Successfully utilize interpersonal skills to supervise and motivate employees. • Empower, motivate and retain front line personnel.