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Delivering Customer Service Excellence in the Connected Age

COURSE Overviews

The course is designed to give participants an opportunity to develop and improve their understanding of the principles of Customer Service excellence – especially as it applies to Telecoms Operators.
There are practical aspects to the training – including 4 workshops which allow participants to trial their new learnings but in the safety of the classroom environment.

The course then considers the future – both in terms of the evolving Telecommunications landscape as well as the expected future developments of Customer Service itself.

Pre-requisite for Participants

Some working experience within the Telecommunications Industry and are part of – or soon to be part of – customer-facing departments.

Who Should Attend?

  • Managers and Supervisors who are new to the Customer Service environment or who need to refresh their skills
  • Front line Customer Service staff
  • Anyone keen on providing excellent customer service

Course Duration:

2-day instructor-led classroom training event which involves presentations, interactive sessions, quizzes, embedded multi-media clips and Case Scenarios.

 

Course Outlines:

  • INTRODUCTION
  • MODULE 1 – Who are my Customers? 
  • MODULE 2 – ‘Manage every Customer Touch point’
  • MODULE 3 – The Role of the Organisation
  • MODULE 4 – A Look into the Future of Customer Service
  • MODULE 5 – Practical Workshops
  • REVIEW & CLOSE  

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