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CAVE HILL HOME > Lifelong Learning > Courses > Short Courses > Marketing > Building Customer Service Excellence

Short Courses


Marketing

Building Customer Service Excellence

Overview

This course is designed to equip delegates with the requisite knowledge for providing potential and existing internal and external clients with outstanding customer service, and the ability to confidently navigate difficult situations. The face-to-face training room sessions will provide delegates with the opportunity to discuss and share experiences with other customer service professionals while understanding their role in shaping the customer experience.



Mode of Delivery: Face-to-Face ONLINE

What will I Learn?

On successful completion of the course, delegates will be able to:

  • Demonstrate excellent customer service practices for both internal and external customers of an organisation;
  • Evaluate customer behaviour and interactions to determine the most appropriate method to calm irate individuals and resolve their issues;
  • Identify the preferences of various customers and tailor the customer service interaction to suit those preferences;
  • Create meaningful relationships with clients and customers to acquire and retain business.
 

Who Should do this Course

Frontline Customer Service Representatives; Supervisory and customer support personnel

Important Information

This course has been offered at a special rate, CLICK HERE to view Terms and Conditions
 

For our International/ Regional delegates who have successfully completed the requirements of obtaining their Certification, The Centre for Professional Development and Lifelong Learning would be more than happy to deliver your Certificate via a courier service for which you would be required to bear the cost. This sum must be paid to The UWI, Cave Hill Campus prior to dispatch of the certificate. 

For more details, email cpdll@cavehill.uwi.edu and a representative will guide you accordingly.”


 
 

At a Glance

  • Admissions Term: 2020/2021 Semester II
  • Date: January 18th- 27th, 2021
  • Time: Monday , Wednesday and Friday, 5:00 p.m.- 8:00 p.m
  • Duration: 5 Days (15 hours)
  • Certificate Awarded: Certificate of Completion
  • Course Code: PDLL086
  • Capacity: 24
  • Cost: BDS $1800/ US $900 BDS$500.00/ (US$250.00)

The following topics and concepts will be addressed:
  1. Defining internal and external customers of an organisation.
  2. Identifying what is excellent customer service.
  3. Exploring customer centricity- understanding the customer’s needs and putting them at the centre of everything the organisation does.
  4. Communication skills and the customer experience
  • Understanding the communication process and barriers to effective verbal and written communication.
  1. Managing difficult customers and situations
  • Techniques for managing challenging customer situations
  • Problem-solving and agreement between parties
  1. Customer segmenting and targeting
  • Approaches to grouping prospects and customers to better engage and retain them.

This short course will be assessed as follows:
 

  • Case Study - Delegates will be asked to individually review a case study and respond to questions regarding the quality of customer service delivered. They will be required to reflect and assess their reactions in similar situations.
  • Role Play/Scenario - In groups of three, delegates will work through a hypothetical customer service situation where one will be the employee, one the customer and the third person an evaluator/observer giving feedback during a debriefing session. Each person will get the opportunity to play each role.
Participation - In-class discussions

Ms. Kim Tudor has spent the majority of her career in the field of Organisational Development.  In particular, she specialised in upgrading organisations’ proficiency in the areas of quality management and strategic planning.
Currently the first CEO of the National Initiative for Service Excellence (NISE), Ms Tudor is responsible for leading the charge in Barbados to create a national culture focussed on providing service excellence. Before taking up this post, she was Corporate Services Director at the Centre for Management Development now the Sagicor Cave Hill School of Business and Management (SCHSBM).
Ms. Tudor serves as a part-time lecturer with the Sagicor Cave Hill School of Business and Management and the Barbados Institute of Management and Productivity (BIMAP) where she teaches on their Masters programmes.
Ms Tudor is a Certified Management Accountant, who holds a MBA from Syracuse University and a B.Sc. from the University of the West Indies. She is also a Certified Manager of Quality/Organisational Excellence and has completed leadership programmes at Harvard Business School.