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customer care management/Front office



Course Description
This 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

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