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Customer Service Management

Customer Service Management

Overview

Poor service is the number one complaint that customers make about the companies they deal with. If you have ever been on the receiving end of such service then you know how it felt to be treated in a less than satisfactory manner. Some companies understand the need to provide an excellent experience for their customers and set high standards for employees to follow. It is essential for workers to have a comprehensive understanding of what is involved in delivering a high level of customer service.

This one-day course provides an intensive look at the essentials of customer service and is ideal for workers who need to improve both knowledge and skills in the area. It is also a significant asset for those now entering into the world of work. Whether new to or experienced in customer service, this course will give valuable insights on how to deal with real-work situations and develop expertise in the process.

Course OUTLINE

  • What is Customer Service?
  • Who Are Your Customers?
  • Meeting Expectations
  • Presenting Yourself Properly
  • The Need for Standards
  • The Role of Communication
  • Telephone Techniques
  • Managing Difficult Callers
  • Dealing with Challenges
  • Dealing with Difficult People
  • Seven Steps to Customer Problem Solving
  • Recovering an Injured Customer

Course Schedule

Course Offering

Day Time Duration Contact Hours Cost Lecturer
Monday 09:00 am to 04:00 pm 1 Day 6 hours $1,500.00 Mr. Shamdaver Ganesh
Saturday 08:00 am to 04:00 pm 1 Day 8 hours $1,500.00 Mr. Shamdaver Ganesh

Session - Monday (09:00 am to 04:00 pm)

Session Start Date End Date
Session 1 Monday, April 29, 2019 Monday, April 29, 2019
Session 2 Monday, July 1, 2019 Monday, July 1, 2019
Session 3 Monday, September 2, 2019 Monday, September 2, 2019
Session 4 Monday, November 4, 2019 Monday, November 4, 2019

Session - Saturday (08:00 am to 04:00 pm)

Session Start Date End Date
Session 1 Saturday, April 20, 2019 Saturday, April 20, 2019
Session 2- Class Cancelled Saturday, June 22, 2019 Saturday, June 22, 2019
Session 3 Saturday, August 24, 2019 Saturday, August 24, 2019
Session 4 Saturday, October 26, 2019 Saturday, October 26, 2019

Assessment

The course combines a number of teaching techniques including lectures, class discussions and role playing.

Student Support

Facilitator

Shamdaver Ganesh

Mr. Ganesh is a Performance Coach, Author, Seminar Leader, and Keynote Speaker. He has done studies in Leadership, Marketing, Theology, and Psychology. He is an alumnus of Queen's Royal College and Andrews University. He is a member of the Queen's Royal College Old Boys' Association and the International Christian Chamber of Commerce.

Mr. Ganesh has worked in several corporate environments including the Information Technology, Pharmaceutical, and Banking Industries. He has worked his way through technical, customer support, and sales to management and executive levels, his true passion remains teaching and empowering others to personal success through self-improvement and management.

He publishes two weekly newsletters entitled The Performer's Edge and Relationship Matters! and is a regular contributor to the business magazine Business Unusual.

Programme Manager

Mr. Matthew Christian
Phone: 720-2939
E-mail: mchristian@ctscbcs.com

Additional Information

Materials and Equipment

A digital workbook will be provided for this course along with a bibliography for research and further reading.

Prerequisites

None

Fees

Fees payable to CTSCBCS Registration Fees & total cost of tuition $1,500 TTD, payments can be made via credit card, linx or manager's cheque.

We are an ACTT recognised institution and partner with international awarding bodies

Affiliates