CUSTOMER SERVICE MANAGEMENT
7PROGRAM 7
CUSTOMER SERVICE MANAGEMENT
Nowadays, “Customer pays for quality service” is a “service mindset” creating a competitive advantage in any professional industry. When being applied, this factor is effective not only to a group of enterprises with “paying customers” but also to any functional unit with other departments of the same level such as internal customers, and for each individual with their colleagues or managers and leaders.
Training Program: Customer Service Management Key Program is developed by CEG with many Topic Modules. This is a program designed for learners at many different levels, regardless of what expertise they are in charge of. In particular, Middle Management level will have a need to reassess their team’s ability to organize customer service together with their professional values, thereby effectively coordinating to upgrade the quality of “experience process” of customers, as well as for team members, regardless of personnel level, gain a deep awareness of an organization’s common service mindset, from which they can know how to integrate and promote collective strength.
HIGHLIGHT TOPICS
Typical topics on the CEG platform but are rarely shared systematically,
openly and with high applicability in Vietnam today.
Customer types and service styles
Expectations and emotional needs
Understanding the nature of customer service
7 steps to effectively resolve complaints
Personal Grooming and Workplace Grooming to Make an Impression
Journey to experience excellent services
PROACTIVE LEARNER
AT CEG WILL
- Understand intensively and intuitively each specific topic
- Based on practical lessons from Leadership Coach, apply them to CEG’s standard Case Studies immediately and perform assessments after each Learning Topic.
- Receive result reports and be certified according to the 5-level competency framework
- Receive Leadership Coach’s explanation of the answers according to each desired option
PROACTIVE LEARNER need to observe and listen to all the contents of each lecture, answer all the quizzes, and complete the Case Study with practical questions obtained by CEG. However, this is a basic program for anyone. No matter what level you are at, if you have never studied, regularly practicing the observation about the needs or expectations of those around you will help you develop your emotional intelligence that will help you effectively demonstrate this important quality.
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