Customer Experience Centre of Excellence

Module 6: Managing Customer Service

Managing the customer service function is a pivotal responsibility within the organization, often underestimated and unrecognised for its contribution to the success of the organization.

This coaching and consulting module directs the focus of those responsible for customer service management, to the role, responsibility and authority and skills required to effectively manage a customer service function / process.

This module is structured in two phases with a two weeks gap in between

Phase 1:  Duration 4 consecutive days (8 hours per day)

w The customer service core process as an organizational  unit

w The two levels of management and associated responsibilities and authority

w Functional  manager vs. Process owner

Phase 2: Duration 1 day (8 hours)

w A quick refresher of Phase 1 with Q&A

w A review of the  gap analysis of the customer service management role as a functional responsibility vs. a process owner responsibility prepared by the team in the preceding two weeks since completing Phase 1

w Recommendations for moving forward  in building customer service management  role as a  process owner role

Pricing: $4995 (plus applicable taxes). Included in this price:

w Consultant led sessions for Phases 1 and 2 for up to 8 team members

w Workshop workbook for each team member

w Customer service management roles gap analysis template to be completed by the team for Phase 2

w List of recommendations for designing  customer service core process owner responsibilities

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