Good customer service can be considered as a big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer-centric organization.
Day 1: Defining and appreciating the customer
Importance of the internal customer
Day 2: Customer service as a strategic imperative
Day 3: Customer satisfaction surveys and other vital tools
Day 4: Customer complaints and service recovery
Service Level Agreements (SLAs)
Day 5: KPIs for customer service