Learn how to build strong customer loyalty and customer satisfaction by using a powerful ‘Service Opportunity Analysis’. The course covers how your organization should strategically approach creating a customer service culture – that every single team member supports. You will develop an active plan using input from your customers and business team to achieve the top service levels in your industry.
ANY BUSINESS LEADER
Managers and executives that want to understand what it takes to build customer loyalty.
FUTURE LEADERS
Those who have management and leadership aspirations.
How to identify service quality gaps in your organization’s service model – and how to address them
How to assess your own service leadership skills and how to build a service culture
How to create a comprehensive customer service breakdown plan of action
How exceptional customer service can be created and sustained – right now
How to apply measurement techniques to assess and monitor service over time
How to understand how people, and groups act in organizations and how to leverage your relationships
Modern service delivery best practices and strategies for enhancing customer loyalty
How to apply process mapping techniques to break down workflows and task ownership
How to investigate the most effective ways to add value to your customers
How to speed-up customer processes from top to bottom in your organization
The course uses sales models and case studies from global logistics firms, but is not limited to freight forwarders.
No, the course is assessed on attendance and participation in the workshops, and completion of assignments throughout.
The sales and client services virtual class is held once per week and is 4 weeks long, and the finance course is 6 weeks long. This is an evening class on EST.
Each course contains recorded lectures, readings and/or assignments that must be completed before each live virtual class. The total commitment each week is 2 to 3 hours.
There is no exam for these courses, but attendance, active participation, and the completion of ALL assignments is mandatory.
480-170 Attwell Drive
Toronto, ON M9W 5Z5, CANADA
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