Managing Service to your Customers Workshop

Service management demands careful attention to all levels of the business operation – from the highest level of strategy formulation, to the various organizational levels and structures, to the delivery of the customer experience at the front line.

It requires an enormous breadth of attention on the part of the organization’s leaders and the ability to think on many levels, a challenge for most executives. It requires a person with this breadth of vision to make it work, as well as the energy to implement it in every dimension of the operation.

Objective

• Understand and apply the fundamental concepts of customer service to business operation, delivery and team management
• Deal positively with customers
• Understand the internal customer concept

Outline

1. Costs of Quality Failure
2. Managing Customers’ Service Expectations
3. Managing your Promise to your Customers
4. Managing your Support
5. Managing the Moment of Truth
6. How to Handle Difficult Situations
7. Quality Service Indicators

Who Should Attend

Supervisors and managers responsible for ensuring quality service delivery to customers through their subordinate teams

Speaker

Dr. Wong has developed different courses relating to service excellence and quality improvement. Participants in those workshops included both management and front-line operational level staff from different organizations, including government departments, non-profit organizations (NGOs) and business enterprises