Course Program
Service Delivery:
Ease of Doing Business
“How to Improve Your Service Delivery Process and Customer Communications for Better Customer Experience"
Live Zoom Webinar:
Duration: 2 sessions x 4 hrs
Time: AM Sched =8:30am-12:30pm | PM Sched =1:30-5:30pm
Schedule 2024: Sep 30 – Oct 1 (AM) | Dec 12-13 (AM)
Schedule 2025: Apr 24-25 (AM) | Sep 11-12 (AM)
Live Seminar:
Duration: 2 days x 8 hrs
Time: 9am to 5pm
Schedule 2024: Oct 28-29
Schedule 2024: By special arrangement
Course Description
Great Customer Service can be achieved when the whole organization has an aligned service culture focused on providing customers with ease of doing business with the organization. This Intermediate Customer Service course guides the participants in identifying customer pain points or bottlenecks and find solutions for these. Through this course, participants will also learn how to communicate better with the customer, their teams and other departments who need to work together to deliver the service or solution that the customer needs.
What You Will Learn
- Provide better service delivery to let customers experience ease in doing business with the organization
- Map out essential touch points in your Customer’s Journey
- Identify customer pain points and service bottlenecks
- Communicate & coordinate with customers in a systematic manner
Course Outline
- Service Delivery Framework & Culture
- Principles of Ease of Doing Business
- Service Delivery Assessment
- Customer Service Assessment Metrics
- The Customer Journey
- Identifying Customer Touch Points
- Identifying Customer Pain Points & Service Bottlenecks
- Sphere of Control & Influence
- Addressing Customer Pain Points Through Service Design Thinking
- Service Delivery Communications: Frontline, Team & Inter-department
- Systematic Customer Communications
- Service Delivery Action Plan
- Common Issues in Service Delivery
- Finding & Presenting Solutions for Management Approval
- Listening to Stakeholder’s Feedback
- Next Steps: Applying Service Delivery Lessons at Work
Who Should Attend?
Frontline Customer Service Representatives, Customer Service Department Managers, Supervisors, Officers, Support Service Department Personnel and any employee who provide service to customers.
Rate:
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Notes:
- Live Webinars are conducted via Zoom and includes eCertificate of Completion. Printed Certificates may be requested with minimal processing fee of Php100 plus shipping fee.
- Live Seminars will be held at Businessmaker Training Center in PSEC-Tektite, Ortigas Center, Pasig City. Regular Seminars include: Certificate of Completion, Seminar Kit, Meals and Drinks.
- Live Seminars include non-transferable one-time refresher seminar session within one year.
PAYMENT METHODS:
You may pay via check at our office or you may use any of these payment facilities:
Bank Deposit
Bank Account Name: Business Maker Academy, Inc.
Bank Account Numbers:
BPI SA# 4013-0306-64
BDO SA# 000-280-622-422
Landbank CA# 3732114830
Paypal/Credit Card
We accept paypal or credit card payments. If you wish to use this payment method, pls register and click on paypal as your mode of payment. Our representatives will contact you to provide our official paypal link and assist you in processing payment.
Dragonpay
We accept payments via e-wallets, credit card, online banking or over-the-counter payment centers via Dragonpay. Pls register and choose Dragonpay payment method. Our representative will contact and provide you with our Dragonpay link and assist in processing.
Gcash
We accept Gcash payments. Pls register and pay using this QR code.
DON'T FORGET TO CONFIRM YOUR BOOKING
CONFIRM TO ATTEND THE CLASS:
Please send your proof of payment and include your name, course & class date to:
Viber#: (0912) 2231826 or
Email: info@businessmaker-academy.com
Important Note: Business Maker Academy Inc. is a VAT-registered company. TIN# 223-672-691-000 VAT. For zero rated or VAT exempt companies, please include your Certificate of Exemption. Provide Form 2307 or Certificate of Tax Withheld if payment done with tax withheld. Please withhold only 2% as we are classified as suppliers or contractors of service.All bank payments should be directly deposited to our official company bank accounts only under account name:
Business Maker Academy, Inc. Please be advised that no other individual/personal bank account is authorized to collect payment on behalf of the company..