Customer Satisfaction school training courses in Durham, NC (public, in-house or online)

Customer Service Managers are managers who oversee or control the customer service representatives. It is their job to certify that the customer care representatives treat their customers appropriately. They direct and guide these representatives and even create and implement training programs for them. They act like mentors or teachers to the customer care representatives. They are usually employed in banks, call centers, hotels, motels, restaurants, hospitals, retail and wholesale stores and o...

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This course will provide an overview of the impact of customer/service relationship strategies on cost/service decisions within the distribution channel. Topics covered are: customer satisfaction programs, methods of establishing customer service metrics, and problems associated with customer satisfaction strategies.

Managing the Customer Satisfaction Process presents an organized, systematic method of identifying, measuring, managing, and monitoring customer requirements and satisfaction to improve profits and beat the competition. It equips you with the tools you need to carry out the improvement process in your company.

Course Objective:

Learn methods for identifying, measuring, and managing customers¡¯ needs to improve satisfaction and profitability.

Learn how to:

Identify cu...

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Customer behavior
Most customers don’t complain
Exercise: Why don’t you complain?
Why we don’t like to hear complaints: Attribution Theory
Complaint behavior: Who we talk to
What complaints don’t you like to hear?
Exercise: What do you want in complaint handling?
How to handle complaints
Gift demonstration
Video
Practice
Why complaints are gifts
Exercise: Put yourself in the customer’s shoes

Turn terrori...

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Put your mind at ease, each time you contact and hire an AMS computer trainer to teach for your organization you will receive the highest quality computer product training delivered by Industry and Product Experts. Our trainers are industry and product experts that have mastered the use of each product in the field and enjoy teaching others how extract the maximum benefit from OEM product use at each students organization, big or small. Students learn from Industry experts with hands on product ...

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