Executive Development Programme in Customer Service Leadership Skills Workshop
-- ViewingNowThe Executive Development Programme in Customer Service Leadership Skills Workshop is a certificate course designed to empower professionals with essential skills for career advancement. This programme emphasizes the importance of customer service leadership in today's competitive business landscape.
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โข Understanding Customer Service Leadership: This unit will cover the basics of customer service leadership, including the definition, importance, and key characteristics of effective customer service leaders.
โข Developing a Customer-Centric Mindset: This unit will focus on the importance of a customer-centric mindset in customer service leadership, and how leaders can cultivate this mindset within their teams.
โข Building and Leading High-Performing Customer Service Teams: This unit will cover the best practices for building and leading high-performing customer service teams, including team structuring, role definition, and performance management.
โข Effective Communication in Customer Service: This unit will focus on the importance of effective communication in customer service, including active listening, empathy, and clear communication skills.
โข Handling Customer Complaints and Conflicts: This unit will cover the best practices for handling customer complaints and conflicts, including de-escalation techniques, problem-solving, and follow-up procedures.
โข Measuring and Improving Customer Service Performance: This unit will cover the key metrics for measuring customer service performance, including customer satisfaction, Net Promoter Score (NPS), and first contact resolution rate. It will also cover how leaders can use these metrics to improve customer service performance.
โข Leveraging Technology in Customer Service: This unit will cover the role of technology in customer service, including the use of CRM systems, AI, and automation. It will also cover how leaders can leverage technology to improve customer service efficiency and effectiveness.
โข Creating a Culture of Continuous Improvement: This unit will focus on the importance of creating a culture of continuous improvement in customer service, including the role of training, coaching, and feedback in this process.
โข Leading Change in Customer Service: This unit will cover the best practices for leading change in customer service, including change management strategies, communication planning, and resistance management.
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