Learning Outcomes[/b][i][/i]:

1. Performance Management
i) Understanding customer service performance
ii) Setting performance objectives
iii) Monitoring, Evaluation and Reporting
iv) Reward and incentives for service professionals
v) Coaching Techniques for customer service managers and supervisors

2. Human Resource management
i) Motivating frontline service professionals
ii) Managing customer service Team
iii) Leadership theories
iv) Empowering service professionals
v) Resource planning, Forecasting and hiring

3. Customer management
i) Customer segmentation
ii) Understanding and managing key accounts Relationship management
iii) Customer emotional intelligence
iv) Customer loyalty, rewards, incentives and retentions

4. Effective communication
i) Communication approaches
ii) Politeness theory
iii) Utilizing communication channels

5. Personal effectiveness
i) Time management
ii) Meeting management
iii) Prioritization

CCSP your number 1 customer service consultants. for more info call 08099451919



Have you heard about ASQUAHBA?

The African Customer Service Quality Heart Beat Awards 2015 (ASQUABHA) Conference is a yearly event strategically positioned to mark the customer service week celebrations, promote and encourage the spirit of service excellence.
Nominate your best front line employees for the ASQUAHBA front line awards and take advantage of our exhibition platform to tell the story of your brand.


Be a part of this year's event which will hold in October 2015.
Register now to participate in this exciting event.

Visit: www.asquahba.com