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Customer Service

Customer Service

This module on Customer Service Management Training is part of the GroomTalent.com curriculum of critical management courses for developing leadership competencies and management talent.

Customer Service Competencies- the ability to:

  • provide through the careful management of strategies, systems, and staff, services that meet and preferably exceed the needs and expectations of our current and future internal and external customers
  • discern Moments of Truth: any episode where a customer comes into contact with any aspect of the organization, no matter how distant, and through this contact, develops  an opportunity to form a favourable perception of the organization

Recommended materials

  • The Institutional Yes, The HBR Interview with Jeff Bezos, Harvard Business Review (Oct 2007)
  • Branded Customer Service: The New Competitive Edge by Janelle Barlow and Paul Stewart ( Sep 2006)
  • Superior Customer Service: How to Keep Customers Racing Back to Your Business–Time Tested Examples from Leading Companies by Dan Blacharski (Jan 2006)
  • Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer’s Expectation by Lisa Ford, David McNair, and Bill Perry (Jan 2001)
  • Customer Service Training 101: Quick and Easy Techniques That Get Great Results by Renee Evenson (Sep 2005)

Contact Us

For more information, please contact wooner@groomtalent.com to customize a premium management course in Singapore drawn from GroomTalent’s cutting edge knowledge base

Customer Service

This module on Customer Service is part of the GroomTalent.com curriculum of critical training courses for developing leadership competencies and management talent.

Customer Service Competencies- the ability to:

  • provide through the careful management of strategies, systems, and staff, services that meet and preferably exceed the needs and expectations of our current and future internal and external customers
  • discern Moments of Truth: any episode where a customer comes into contact with any aspect of the organization, no matter how distant, and through this contact, develops an opportunity to form a favourable perception of the organization

Recommended materials

  • New Competitiveness: Business Strategies for a Disruptive Century.
    By: Zadek, Simon. Harvard Business School Press Books, Jan 01, 2010
  • The Five Competitive Forces that Shape Strategy
    By:
    Porter, Michael E.. Harvard Business Review, Jan2008
  • The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market, by Michael Treacy and Fred Wiersema (Jan 1997)
  • Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant, by W. Chan Kim and Renée Mauborgne (Feb 2005)
  • Strategy Maps: Converting Intangible Assets into Tangible Outcomes by Robert S. Kaplan and David P. Norton (Feb 2004)

Contact Us

For more information, please contact wooner@groomtalent.com to develop a bespoke corporate program drawn from GroomTalent’s cutting edge knowledge base

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