| Date: 20 June 2012 Trainer: Kalipso Karantinou Location: CIIM Building, Nicosia
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Overview
Service excellence, albeit a challenging task to achieve, has the potential to transform an organization and offer benefits on a number of levels. This session focuses on service quality, customer care and service excellence, analyzing their importance and discussing the mentality, processes and mechanisms through which they can be achieved. More specifically, the demands of managing customer service, the challenges of managing service employees and service customers, the way to handle moments of truth and critical incidents, the true value of complaints and how to approach them internally, and the path to reach service excellence through customer care will all be covered. The session will include numerous case studies, best practice examples, exercises and training games to enable in-depth understanding and to facilitate the applicability of the discussed ideas to the participants’ companies.
At the end of the session participants should have developed a comprehensive understanding of customer service and service management, an insight into the challenges of managing and marketing services, and an appreciation of the importance and benefits of customer care and service excellence. They should be able to identify optimal strategies for services management and exceptional customer service and know how to implement them.
Objectives
- Customer service and service quality: dimensions and optimal management
- The concept of customer care and the achievement of service excellence
- Challenges in customer service and customer management
- Understanding and managing moments of truth and critical incidents in services
- Understanding customer expectations, perceptions and satisfaction
- Service failure: roots and implications
- Service recovery
- The role of people in customer service and customer care: employees & customers
- The impact of the physical evidence and servicescapes on customer perceptions
- Achieving customer delight and customer loyalty
- Developing and managing customer relationships
Audience
Managers, executives, supervisors and specialists who have risen to management positions, as well as experienced managers who need to learn successful practices so as to provide excellent customer service.
Content
- Customer service and service quality: dimensions and optimal management
- The concept of customer care and the achievement of service excellence
- Challenges in customer service and customer management
- Understanding and managing moments of truth and critical incidents in services
- Understanding customer expectations, perceptions and satisfaction
- Service failure: roots and implications
- Service recovery
- The role of people in customer service and customer care: employees & customers
- The impact of the physical evidence and servicescapes on customer perceptions
- Achieving customer delight and customer loyalty
- Developing and managing customer relationships
Faculty: Kalipso Karantinou
Dr. Kalipso Karantinou holds a PhD and an MSc in Marketing from UMIST; a postgraduate degree in Academic Practice from the University of Manchester; and a first class honors degree in Communications and Mass Media from the National University of Athens. Prior to joining the Department of Marketing and Communication of the Athens University of Economics and Business as a Lecturer in Marketing, Dr. Karantinou was Lecturer in Marketing at the Manchester School of Management, UMIST (2001-2004) and Associate Professor of Marketing and Academic Advisor at the Graduate School of the American College of Greece (2005-2008).
Her research expertise lies in the areas of professional services and relationship management, where she has published in well-known international academic journals, such as the Journal of Marketing Management, the Journal of Services Marketing, the Journal of Customer Behavior, the Journal of Financial Services Marketing, and the Marketing Management Journal. Her teaching is closely aligned to her research expertise and revolves primarily around the areas of Marketing of Services, Customer Relationship Management, Consumer Behavior and International Marketing.
Fees and General Information
The fees for this seminar are €230 per participant.
This individual session is part of the Executive Development Programme.
It is possible to attend this individual seminar should places be available.
Fees include tuition, educational materials, coffee breaks and meals.
Due to CIIMs non-profit status NO VAT is charged
