Strategies of Customer Service Management
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Course Details
Introduction
Objective
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A single customer interaction can make or break your business. One positive experience builds trust and loyalty, while one poor exchange can drive customers away forever. In today’s world of instant reviews and high competition, customer service is no longer just a department—it is the heartbeat of every successful organisation.
The “Strategies of Customer Service Management” course by LPC Training is a five-day program designed to transform the way professionals deliver and manage customer service. From mastering first impressions and non-verbal communication to handling complaints with confidence and leading customer service teams, this course equips you with practical strategies to elevate the customer experience.
Through real-life case studies, interactive activities, and proven techniques, you will learn how to strengthen relationships, build loyalty, and turn challenges into opportunities. By the end, you will have the tools to lead your organisation toward customer service excellence and sustainable growth.
Course Outline
Principles for Delivering World-Class Customer Service
- Characteristics of good customer service according to customer perspective
- Determining the benefits of delivering top-tier customer service
- Methods of using customer service to improve customer satisfaction and loyalty
- Definition of customer’s touchpoints and the way of using them for customer service excellence
- Techniques for creating a WOW factor with customers
- Reviewing best and worst-ranked customer service firms in the world and analyzing reasons behind their success/ failure
