This one-day course focuses on the design and management essentials of customer service infrastructures - the people, systems, call centres, web applications - for telecommunications and Internet service providers.
Training Course Objectives
On completing this course, you will be able to:
Understand what functions need to be provided within the customer service surround
Appreciate the value-add positioning of service surround in an increasingly commoditised product and service marketplace
Understand how to design and dimension customer service management centres
Be aware of how to measure and control the quality of the service experience.
Who should attend
Marketing, sales, engineering and IT managers
New entrants to telecommunications organisations
Customer service professionals
Anyone from any discipline needing to design or evolve a customer care system.
The course has no prerequisites
Lifetime Post-Course Support
After completing this course, delegates receive lifetime post-training support from LEVER Technology Group PLC, to help them apply the technologies and skills they have learned with us, to provide career-long support, and to ensure they are better equipped for their future roles in IT and networking.
Customer Service without Customer Care
What is Customer Service Surround
Customers are Different
Single Point of Contact
Inbound and Outbound Requirements
The ADI Loop
Customers perception of service quality
Superficial versus Substantial
Develop or Buy
Impact of People
The Customer Journey
And the Leavers
Customer Relationship Management
CRM Design Goals
What is CRM?
An Example Architecture
CRM Doesn’t exist Alone
Service events as an opportunity
Matching Service Surround infrastructure to customers and Dimensioning customer service management centres