Customer Service Management

About this training:

This customer service management training course is geared to professionals and managers. During the 2-day course, participants will gain fundamental knowledge about customer service theory and practice. By applying the skills and knowledge gained during this training, you will be able to build your company’s Customer Service Unit from scratch.

Program:

Introduction to the concept of CSM
The cost and impact of poor customer service
Know your customers, their needs
CRM - Customer Relationship Management
Internal Customer Satisfaction as a prerequisite of External Customer Satisfaction
Customer-focused culture
Selecting the right people for customer service
Customer agent performance management and evaluation
Motivation - incentive schemes; cross-sell and upsell rewarding
Non-monetary recognition
Importance of empowerment and team spirit
CSM: Evaluation and Development - CSM evaluation: KPIs, metrics
The measurement and improvement methods used in CSM
Net Promoter Score - Six Sigma as CSM process evaluation and improvement
CSM: Infrastructure and technology - CS Structure and functions
Social media and alternative CS channels

About Azercell Academy

Azercell Academy has come a long way since its inception in 2003

The first Azercell Academy programs were designed only for Azercell’s employees. Their massive success created a demand for similar training across Azerbaijan’s corporate retail, insurance, banking, public service and other sectors. We answered that call with a comprehensive syllabus and expanded facilities.