$3,021.95

Certified Customer Service Performance Professional - Dubai November 2017

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Fairmont Dubai Hotel

Sheikh Zayed Road Dubai

Dubai, Dubai 97555

United Arab Emirates

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Description

In a highly competitive market, the quality of the organization’s customer service will determine customers’ satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the entities, essentials, enablers and evaluation tools involved in a performant customer service. The course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the important role played by all the entities involved in the process, but they will also become familiar with the implementation phases of a customer service performance management architecture.

What topics are covered by the course?

  • Customer Service Performance: Overview and Importance
  • The Customer: External versus Internal Customer Service
  • The Customer Service Professional
  • Customer Service in Practice
  • Customer Service Strategy
  • Customer Service System
  • Performance Culture
  • Performance Enablers
  • Audit of the Customer Service Performance Maturity
  • Customer Service Performance review
  • Customer Feedback
  • Review and certification exam

Who should attend?

  • Customer service experts
  • Top/middle/lower customer service management
  • Professionals interested in customer service

What will I be able to do on completion?

  • Understand how to implement a customer service performance culture, strategy and working system;
  • Develop the channels and tools needed to sustain customer service performance;
  • Learn how to fulfill your internal and external customers’ needs and expectations;
  • Practice and improve the competencies required in different customer service settings.

How will I be assessed?

  • Course review
  • Certification exam

Inclusions

1. Course materials that consist in:

  • Course slides;
  • Course notes;
  • Course quiz;
  • The KPI Infographic.

2. The qualitative reports:

  • Performance Management in 2012, 2013 and 2014.

3. Videos:

  • 11 Videos dedicated to Performance Management.

4. Performance Management Toolkit, containing the following templates:

  • Customer service process mapping, Customer Service Performance Maturity Model questionnaire, Customer service standard operation procedure, Dashboard and Scorecard, Portfolio of Initiatives, KPI documentation forms.

5. Premium Subscription on smartKPIs.com available for 6 months, providing access to 500 fully documented KPIs and over 20.000 KPIs enlisted;

6. One research report from the Top 25 KPIs series;
7. Free access to all webinars from the 2014 to 2016 Performance Management series.

This course will be delivered by one of our trainers. Our faculty is certified master trainers, with abundant experience as both practitioners and education providers. Having both professional and academic experience, our trainers are able to bring the depth and breadth of their knowledge to our courses.

The certification process is finalized only when you complete all of the 3 stages of the learning experience.
Nonetheless, you will receive a:

  • Certificate of Completion (soft copy): after completing pre-course activities and passing the Certification Exam;
  • Certificate of Attendance (hard copy): after participating at the 3 days of on-site training course;
  • Certified Customer Service Performance Professional diploma (hard copy): after you have successfully completed all of the 3 stages of the learning experience

More information and direct reservation click here: https://marketplace.kpiinstitute.org/certified-customer-service-performance-professional-2016.html?level=250&location=251&dates=2791&fees=2794

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Date and Time

Location

Fairmont Dubai Hotel

Sheikh Zayed Road Dubai

Dubai, Dubai 97555

United Arab Emirates

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