BR

ITIS

H C

OU

NC

ILCUSTOMER MANAGEMENT

Managing Service Excellence

COURSE OUTLINE

Introduction • Building a culture of

service excellence

• The 6D’s of creating a customer-focused culture

• Defining service vision

Managing the customer experience• Customers’ emotions and

your emotional signature

• Creating a customer-centric company

• Case study - Zalora

Managing the Service Team• Finding the best staff

• Developing engaged and empowered employees

• Case study – Singapore Airlines

Evaluating Service Performance• Types of service performance

measures and their benefits

• Purpose of performance measures

• Using data to improve service

Do you manage service delivery teams? Do your teams provide a service to internal or external customers? Would you like to develop your professional skills in managing service delivery teams? If so, this course will help you lead your customer service teams to success.

Who should attend?Managers of service delivery teams

• Establish better-motivated, happier customer service teams

• Learn from other high-performing managers and organisations

• Learn how data can be used effectively to improve service

• Understand how to build a culture of service excellence

• Learn to manage the customer experience by focusing on customers’ emotions

• Evaluate service performance and improve it

BENEFITS LEARNING OBJECTIVES

REGISTER ONLINE AT BRITISHCOUNCIL.SG/CORPORATETRAINING

FEB

6-7

APR

17-18

JUN

15-16

AUG

7-8

OCT

19-20

PUBLIC TRAINING DATES

Maximum size of 16

MAXIMUM GROUP SIZE

2 Days

LENGTH

$908.43 (incl. GST)

COURSE FEES

128B

RIT

ISH

CO

UN

CIL

CUSTOMER MANAGEMENT