Excellence in Customer Service – Free webinar by The KPI Institute
The KPI Institute, the global authority in Key Performance Indicators (KPIs) research and education now offers weekly webinars that will provide the information and best practices needed to understand the performance management architecture, overcome challenges and attain performance excellence, while following the process sequence.
The thirteenth webinar in the series focuses on the internal processes that ought to be implemented within an organization,in order to achieve a highly qualitative customer service process.
Webinar details
Topic: Excellence in Customer Service
Date: Wednesday, 3rd of December
Speaker: Maria Desmons-Macrea – Customer Experience Practice Manager within The KPI Institute
Summary outline of the webinar
In a highly competitive market, the quality of the Customer Service will determine the customer’s loyalty and increase the chances of the customer to become an advocate of the company. A highly qualitative customer service process can be achieved in a culture of Customer Service Excellence. This webinar focuses on describing the factors that build such a culture, with a focus on the internal processes that ought to be implemented within the organization, as well as the appropriate standards of the Customer Service Person.
Main topics covered
- Importance of creating an internal Customer Service Excellence mindset
- The Customer Service person’s attitude, behavioral standards, knowledge & skills
- The Customer Service process flow
- Tools for measuring the customer’s satisfaction
Key Learning Points
- Understand the benefits of developing a Customer Service Excellence culture within your organization
- Learn how to train your personnel in order to deliver excellent results in the field of customer service
- Understand the importance of a structured and well-defined customer care process
- Understand the advantages and disadvantages of using one of the most popular customer satisfaction evaluation tools – the survey
About the speaker
Maria Desmons-Macrea is the Customer Experience Practice Manager within The KPI Institute, the global authority on Key Performance Indicators (KPIs). Maria is responsible to develop and maintain an internal Customer Service Excellence culture within KPI Institute, as well as to develop and deliver the Institute’s course on Customer Service Excellence. She has over four years of experience in Customer Service and Customer Service Management and a seven year experience in training development and delivery.
Free Registration
To register for the webinar click here
Webinar Recording
The webinar recording will be available on our eLearning platform.
