Excellence in Customer Service

Excellence in Customer Service

BACKGROUND
In a competitive environment, acquiring a new customer is costly than retaining an existing one. With competition becoming intense, customer loyalty has assumed utmost importance. With this objective of increasing of customer loyalty, the role played by the personnel of the organization is critical. It is therefore, imperative to manage the relationships with the people within the organization who, in turn, will play a critical role in building strong relationship with the external customers and help build their loyalty.

COURSE OBJECTIVES
>> To provide Competitive advantage one needs to survive in a tough and increasingly uncertain business climate
>> To provide skills that communicate professional ism, gain respect and enhance customer relationships
>> Understand the current market environment and its implications
>> Understand the ERM & CRM Concepts, principles and methods as well as their importance in customer loyalty retention.
>> Effect customer education and involvement

COURSE CONTENT
>> Service Differentiation as Business philosophy
>> Thinking Differently
>> Basic Concepts of service Quality Management
>> Industry Analysis and Competitor Intelligence
>> Bench Marking of services
>> Quality Assessment tool-six sigma and Customer sensitivity
>> Leadership for total quality management
>> Concepts of ERM & CRM
>> Customer orientation in the Life Insurance Industry
>> Knowledge Management in the organization
>> Managing customer complaints and dissatisfaction ā€“ grievance redressal
>> International Insurance practice
>> Case studies and Group Work
>> Business Ethics
>> Implication of R.I. Act

TARGET GROUP
officers in the cadre of Administrative officers and Asst. Divisional Managers of Life Insurance Corporation of Kenya and their equivalent from other life insurance companies

Cost: 27,500.00


 

How to apply

All candidates must follow the application steps where they provide their details and select units. An invoice will be sent to the email address of the applicant with payment instructions.


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