Overview

The course objective is to enable the participant to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation. Customer service is an important part of customer relationship management (CRM). It’s a way for companies to manage their relationships with customers.

When a business has fast, easy access to customer information, it can better strategize and control its interactions with them. This helps companies improve
customer loyalty and retention by exceeding customer expectations with great service. This course is suitable for all industry sectors which includes customer service.

The need for this course is amplified by the COVID-19 pandemic. This has not only changed the business situation but also the way for the company to adapt to the pandemic and achieve its organisational goal. The opportunity and challenge for leadership to effectively manage their customer service among the changing landscape is important.

The course is targeting workforce customer service professionals towards the fundamentals of Managing Organisational Customer Service and how it fits into the
overall corporate strategy and culture of their organization, especially in a post-COVID-19 workplace.