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Overview & Objective
This four-day course will cover the basic and advanced topics in
Customer Service Management that enable the participants to
increase their awareness and knowledge of the latest development
of Customer Service in terms of technology as well as management
concept. Customer Service Managers will also learn how to
develop appropriate plans to integrate the Customer Service
Center within the organization and bring new insights, set
visions and lead Customer Service teams. Whether implementing a
new Customer Service or rejuvenating an existing one,
participants will be prepared for the challenges.
This four -day course addresses the importance of managing
the Customer Service outputs and exceeding customer
expectations by elevating customer care and professionalism
at the Customer Service Center.
Course Discussions and Exercise
Lots of
Peer-to-Peer consulting opportunities and exercises allowing
participants immediately apply the contents that they have
learnt in class. In-class activities are designed to address
a broad range of Customer Service Center environments.
Certification Procedures
To achieve the Customer Service Management Certification,
participants should attend the four-day course, complete the
written exam and submit a project paper. The written exam
takes approximately 2 hours. All exams are on pass / fail
basis.
Who Should Attend
Suitable for all levels of staff from Directors to
Supervisors involved with CRM, Customer Services, Sales and
Marketing. Prior knowledge of Customer Service Center is an
advantage but not essential.
Entry requirements
•HKCEE 5
subject passes, including English Language and Mathematics
•with 2 years business related experience; OR - Aged 21 or above
with 2 years experience in business related field; OR - A recognized
degree; OR - Holding the managerial position
Course Outline
A Strategic Partner To The Business
• Contribution of The Contact Center
• Customer Contact Matrix
• Developing A World-Class Contact Center Framework
• Supply – Demand Ratio for Services
Managing Operation
• SLA and SLM
• Staffing Model
• Workforce Management
• Quality Assurance
• Best-in-Class CRM Benchmarking
Customer Relationship Management (CRM)
• CRM Stages for Analytics
• CRM Implementation Foundation
• Managing CRM Project for Success
• Successful Business Case Study
Managing Customer Satisfaction
• Customer Satisfaction & Loyalty
• Linking Satisfaction to Business Results
• Customer Satisfaction Survey
Planning Customer Satisfaction Research on Contact Center
• Internal Planning
• Determination of Performance Attributes
• Satisfaction Improvement Initiatives
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Managing Technology
• Today’s CRM & Contact Center Technologies
• Technology Selection & Vendor Assessment
• Knowledge Management
• Disaster Recovery Plan
Managing People & Performance
• Recruitment, Retention Strategies
• Training and Career Development Best Practices
• Rewards & Recognition Management
• Critical Coaching Skills
Managing A Business Unit
• Competencies of a Contact Center Manager
• Building a Successful Team
• Managing Finance
• Creating Your Business Services
• Interdepartmental Linkage & Effective Communication
• Leadership Behaviors
World-Class Customer Service Framework
• Strategic Value of Customer Service
• World Class Foundations
• The Need and Benefits of Standard
• Customer Communication Strategy
Customer Service Center Analysis
• Customer Metrics and Measures
• Calculating call / customer service transaction volume &
staffing requirements
• Customer Experience Audit
• Customer Contingency Plan
• Customer Behaivor Analysis
• Trend Analysis, Prediction and Prevention
Quality Assurance
• QA Systems, Tools and Implementation
• QA Problems and Preventions
• Mystery Shopping Program Success Factors
• Customer Feedback and Reporting
• Compliance Measurement
• Review Frequency
The Customer Service Quality Standard and Site Audit
• International Quality Standards and Certifications
• Audit Technique and Score Card
• Management Responsibilities
• Resource Management
• Process Management
• Performance Measurement
• Integration with the Balanced Score Card
Process Improvement
and Problem Solving
• Creating and Mapping Customer Service Processes and
Workflow
• Measuring Process Performance
• Business Process Improvement
• Business Process Reengineering (BPR)
• Problem Solving and Root Cause Analysis
Best-in-Class CRM
Benchmarking
• 360 Degree Benchmarking & Improving for World Class
Standards
• Customer Satisfaction Measurement
• Mystery Calls and Mystery Shopping
• Process & Performance
• Technology
Customer Service
Statistics and Numbers
• Key Performance Indicators and Metrics
• Definitions, Measurement & Improvement
• Analysis and Reporting for Management Review
Knowledge Management
• Knowledge Management Key Success Factors
• Successful Measures and KPI’s for KM
• Develop the Customer Service Knowledge Management (CSKM)
• ROI on Knowledge Management |
