Managing Customer Services in a Transforming Environment

The technological advancement is a reason for continuous global expansion through communication and service provision; understand how to capture the golden opportunities from these new contact ventures. Recognize the importance of effective customer service and learn to manage and implement new strategies with new technology.

This course offers a thorough and detailed insight to all the attendees, helping them understand the customer journey through the customers’ perspective, learning how to introduce organizational changes to cope with the new working styles and how to engage the employees with positive enthusiasm to deliver service revolution.

Who Can Apply?

Marketers
Research and development personnel
Sales staff
Product development personnel
Customer service and experience staff

What This Course Has To Offer?

The course will enable you to:

Learn the important concepts of customer journeys related to the customer experience management
Understand the necessary changes companies must make to meet the increasing customer demands
Know the art of dealing with and changing according to the distinctive customer service- through a tested change management approach
Keep the employees focused, motivated and engaged with the company
Understand the change management to enhance the service quality at critical times of change
Keep the focus and mental ability intact and alert during change

Salient Features:

By attending this course, you can:

Understand the customer perspective and journey of going through different events and learn how the events have shaped the customers preferences and experiences
Understand the importance of effective listening to customers and front line staff about the required change and its implementation
Identify the areas which require change and make necessary improvements without changing the quality service and affecting customer experiences
Build right skills and develop capability for change implementation with confidence and faith
Implement the entire change process
Effectively keep the staff morale managed and intact
Identify the ways company can win over the rivalry