MANAGING CUSTOMER SERVICE

Customer dissatisfaction with service is all too common. Organisations are in danger of ignoring the essentials. Managers today must treat their employees as their customers if they are to succeed. The leadership and management of customer service is as important as the customer service skills training for employees. Call centres need to be managed by caring, supportive coaching team leaders.

Organisations can give their front line employees the best technology, but it is their knowledge, attitude, and behaviours, which make the difference. All these flow from their managers' coaching and motivating abilities.

Our training programmes cover:

	The seven principles of customer service
	Creating a customer service culture
	Leading and managing customer service teams
	Coaching customer service teams
	Managing difficult people

Our consultancy services include:

	Customer audits
	Coaching questionnaire for call centre team leaders
	Customer satisfaction surveys

To discuss your needs in more detail contact us:
Email hq@rhemagroup.com
Tel +44 (0) 1634 299909 Fax +44 (0) 1634 290806