Customer Service Management Training in Madrid, Spain

This training program aims to equip participants with the necessary skills and knowledge to effectively manage customer service functions within an organization. It focuses on building the competencies needed to handle customer interactions, resolve issues, and ensure the delivery of high-quality service. Participants will learn how to develop customer service strategies, manage customer expectations, and foster a customer-first culture.

Module 1: Introduction to Customer Service Management

The role and importance of customer service in business success

Key principles of effective customer service

Types of customer service models and their applications

Module 2: Developing Effective Customer Service Strategies

Creating a customer service vision and mission

Establishing customer service goals and KPIs

Aligning customer service strategy with business objectives

Module 3: Handling Customer Complaints and Problem Solving

Steps for managing customer complaints professionally

Techniques for conflict resolution and turning dissatisfied customers into loyal ones

Maintaining customer service standards under pressure

Module 4: Managing and Leading Customer Service Teams

Key leadership qualities for customer service managers

Strategies for team motivation and performance management

Training and developing customer service teams

Monitoring performance and continuous improvement