Course details
In this course, learn how to develop and monitor service standards to support exceptional customer service; build customer service teams; understand your customers and how they measure service; and how to develop customer loyalty with your customers.
Course Outline
1 - Service standards
- Fundamentals of service standards
- Understanding service standards
- Creating effective standards
- Establishing standards
- Implementing standards
- Monitoring service standards
- Assessing the effectiveness of standards
- Obtaining customer feedback
- Correcting service problems
- Management and service standards
- Building and monitoring the service team
- Creating an action plan
- Establishing managerial standards
- Identifying and overcoming service barriers
2 - Service teams
- Teams as a service solution
- Understanding customer service teams
- Maintaining a customer service team
- Employee selection
- Choosing the right employees
- Conducting an interview
- Team training and empowerment
- Implementing proper training
- Empowering employees
- Motivation
- Understanding the importance of motivation
- Reinforcing desirable behavior
3 - Customer loyalty
- Understanding your customers
- Knowing your customers
- Understanding customer criteria
- Uncovering customers’ needs
- Customer loyalty development
- Understanding customer loyalty
- Building loyal customers
- Encouraging customer loyalty
- Employee loyalty’s influence
- Developing employee loyalty
- Helping employees to perform
- Memorable service
- Creating memorable service
- Solving customer problems
Course Location
About New Horizons Ireland
With a very convenient location next to Jervis street in Dublin 1, we offer a wide range of IT and business skills courses and we can also send our instructors to your location.
We are 100% Irish owned, but we are also part of the largest independent IT Training Provider, New Horizons Computer Learning Centres who deliver more courses than any other IT training company.
Because we're local, we understand the needs of business and individuals in our community. Whether you choose to take classes in person or online, you're always welcome to call or stop by.
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