TRAINING
CUSTOMER SERVICE MANAGEMENT
OVERVIEW
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The main objectives in this training is to equip business owners and business executives in
planning, developing, managing, and evaluating customer service process starting from
establishing the foundation of service philosophy to the implementation of the service
program into practice.
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OBJECTIVES
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After joining this course, the participants will be able to:
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Understanding the service philosophy.
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Identifying customer expectation.
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Investigating service gap.
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Developing customer service standard.
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Evaluating customer service performance.
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Conducting service recovery.
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TARGET PARTICIPANTS​
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Business Owner
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CRM Manager & SPV
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General Manager
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Marketing Manager
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Academicians
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1. Service Philosophy
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The origin of service
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Types of service
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Service facts
2. Service Research
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Quantitative service research
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Qualitative service research
3. Service Gap (1)
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Knowledge Gap
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Standard Gap
4. Service Gap (2)
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Delivery Gap
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Communication Gap
5. Service Processes
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SOP of service
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SOP workshop
6. Service Training
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Types of training
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Setting training program
7. Service Automation
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Automation process
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Service Application
8. Complaint Handling management
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Media for complaint
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Handling the complaint
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Service recovery
9. Customer Relationship Program for Individual Customer
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Setting CRM program
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CRM Workshop
10. Customer Relationship Program for Business Customer
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Setting CRM program
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CRM Workshop