Workshop 1 - Monday, 22 August 2011
last modified: 22 July '11
Developing processes that enable customer excellence
08.30
Registration and coffee
09.00
Implementing effective strategies to enhance the customer experience
- How to examine poor and positive customer-service practices
- Strategies for assessing the organization’s “customer-service climate”
- How to learn and practice effective customer-service behaviours
- Developing personal and organisational customer-service improvement plans
10.30
Morning refreshments and networking
11.30
Service excellence
- How to implement proven processes and metrics to meet challenges and achieve customer service level goals
- Examining customer relations
- Exceeding customer expectations
12.30
Networking lunch
13.30
Key elements that senior management and executives need to optimise to drive business results
- Interpersonal communication skills
- The importance of building relationships with your current customers and employees
- Taking effective steps to achieving excellent customer relationships
15.30
Afternoon refreshments & networking
16.00
Effective people management strategies for contact centres
- Which experience measurement tools and techniques work best in customer service environments?
- How to use technology to create and support the monitoring and reporting of agent productivity
17.00
End of workshop
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