Customer Service Management in Telecommunications Companies
Course Overview
Customer service management in telecommunications companies is a key factor in ensuring customer satisfaction and enhancing loyalty. This requires implementing advanced strategies to handle complaints, improve the customer experience, and deliver high-quality services. This training program aims to equip participants with the knowledge and skills needed to manage customer services effectively, with a focus on developing innovative strategies that meet customer needs and contribute to achieving their satisfaction.
Course Objectives
- Understanding the basics and fundamental principles of customer service management in the telecommunications sector.
- Learning how to develop effective strategies to improve service quality.
- Acquiring the necessary skills to handle customer complaints and resolve issues efficiently.
- Applying modern techniques to analyze customer experience and enhance their satisfaction.
- Improving customer loyalty by developing innovative and effective services.
Target Audience
- Customer service managers and officers in telecommunications companies.
- Employees in technical support and customer service departments.
- Training and human resources development officers.
- Operations and corporate development managers.
- Professionals interested in improving service quality and increasing customer satisfaction.
Course Modules
Introduction to Customer Service Management
- Definition of customer service management and its importance in the telecommunications sector.
- Study the basic concepts of customer service and its role in achieving organizational success.
- The importance of key performance indicators (KPIs) in measuring the effectiveness of customer services.
- Common challenges in managing customer services in telecom companies.
- The role of service management in enhancing the company's reputation and customer confidence.
Developing service strategies
- Strategies to improve customer service quality.
- Design training and development programs for the customer service team.
- Using modern technologies to improve customer service management (such as artificial intelligence).
- Develop mechanisms to improve service response and speed of solution provision.
- Examples of successful service improvement strategies in telecommunications companies.
Handling complaints and resolving problems
- Learn about the types of customer complaints and how to handle them effectively.
- Develop strategies to solve problems quickly and efficiently.
- Implement effective communication methods to enhance customer experience when handling complaints.
- How to manage difficult situations and provide proactive solutions.
- Practical case studies on handling complaints and resolving problems.
Improving customer experience
- Techniques for analyzing customer experience and identifying points for improvement.
- Collect and analyze customer feedback to improve services.
- Build strong relationships with customers to enhance trust and loyalty.
- Design recognition and reward programs for loyal customers.
- Measuring the impact of improving customer experience on overall company performance.
Innovation in Customer Service Management
- Applying innovation in developing customer services.
- Use modern technologies such as smart chat and virtual assistant.
- Integrate predictive analytics tools to improve customer experience.
- Anticipating future trends in customer service management.
- Study successful examples of using innovation to improve customer services.
Instructor
Name: Arab Bani Hani
Specialization: Institutional Development, Service Delivery Improvement Programs, and Institutional Excellence
Certificates: EFQM Certified Assessor since 2013 ECAT Certified Assessor since 2020 Reference in ISO 9001 and EFQM Excellence Model
Core Programs Trained: Institutional Excellence and EFQM Model Public Service Improvement Programmes Organisational Self-Assessment and Development of Institutional Plans
Bio: Senior Consultant and Expert in Organizational Development and Organizational Excellence. Provided over 100 evaluations for local and regional excellence awards programs. Certified consultant for USAID programs, service delivery improvement programs, and decentralization. Has extensive experience in promoting organizational excellence cultures, and is a reference in ISO 9001 and EFQM model for organizational self-assessment and development of organizational plans.
- Languages: Arabic
- Program Levels: Strategic and Operational Level
- Venue: Company Headquarters
- Hours: 20
- Location:
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