customer care management/Front office



Course Description
his course covers the basic skills and knowledge required to successfully manage a Customer Care function. The course is structured on The Five Pillars of Customer Care – Culture, People, Processes, Technology and Customers

articipants in this course will learn how to

  • Understand the benefits of a customer-focused culture
  • Improve internal and external communication
  • Motivate reps to handle contacts more quickly and effectively
  • Implement effective processes
  • Understand basic customer care technology
  • Ensure customer satisfaction and loyalty

Course Outline

Culture

  • Customer Focus
  • Leadership
  • Organizational Structure
  • Vision/Mission Statements

Customers

  • Customer Communication
  • Customer Satisfaction
  • Customer Loyalty
  • B-to-B and B-to-C

People

  • Coaching
  • Communication
  • Employee Satisfaction
  • Hiring
  • Motivation
  • Recognition
  • Salaries
  • Training

Technology

  • CRM Software
  • Customer Self-Service
  • IVR
  • Knowledgebase
  • Quality Monitoring
  • Speech Recognition
  • Telecommuting
  • Social Media

Processes

  • Complaint Handling
  • Management Reporting
  • Outsourcing
  • Performance Measurement
  • Process Improvement
  • ROI (Return on Investment)
  • Satisfaction Measurement

Mode of study: Full time(Regular),part-time,weekend ,evening

Entry requirement:  KCSE  mean grade-D- and below for artisan,D for cert and Cert/C-minus for diploma

Duration: 3 months for artisan,6 months cert/diploma

Exam body: NITA

Click here to apply


11 thoughts on “customer care management/Front office

  1. Hey! Quick question that’s totally off topic. Do you know how to make your site mobile friendly? My weblog looks weird when browsing from my iphone 4. I’m trying to find a theme or plugin that might be able to fix this problem. If you have any recommendations, please share. Many thanks!

  2. Great article! This is the type of information that are
    meant to be shared around the internet. Shame on the seek engines for no longer positioning this submit upper!

    Come on over and discuss with my web site . Thank you =)

  3. Excellent blog you’ve got here.. It’s difficult to find good quality writing like yours nowadays.
    I honestly appreciate individuals like you! Take care!!

  4. Thanks a bunch for sharing this with all of us
    you really understand what you are talking approximately!

    Bookmarked. Please also visit my site =). We may have a hyperlink exchange agreement among us

  5. Do you have a spam problem on this site; I also am a blogger, and I was wanting to know your situation; we have created some nice procedures and we are looking
    to trade solutions with other folks, why not shoot me an email if interested.

  6. I’ve been browsing on-line more than three hours these days, yet I
    by no means found any attention-grabbing article like yours.

    It is lovely worth enough for me. In my view,
    if all site owners and bloggers made excellent content as you probably did, the web will be much more helpful than ever before.

  7. Hey there! I could have sworn I’ve been to this site before but after checking through some of the post I realized
    it’s new to me. Nonetheless, I’m definitely delighted I found it and I’ll be
    bookmarking and checking back frequently!

  8. Good post. I learn something totally new and challenging on blogs I stumbleupon every day.
    It’s always exciting to read articles from other authors and practice something from their web sites.

  9. Have you ever considered about including a little bit more than just your articles?
    I mean, what you say is fundamental and everything.
    However think about if you added some great pictures or videos
    to give your posts more, “pop”! Your content is excellent but with pics and video clips, this website could undeniably be one of the best in its
    niche. Amazing blog!

Leave a Reply

Your email address will not be published.

WhatsApp chat