This course draws upon the latest thinking and research into customer behaviors and the science and psychology of buying to provide attendees with an interactive and insightful guide to the more advanced practices of Customer Service Management.
Understand the need for customer care skills
Identify strengths and weaknesses in the organization’s customer care approach.
Gain the ability to use influencing skills to build long-term relationships with key customers
Learn how to describe different customer behavior styles
Be able to maximize the opportunity given by a complaining customer
Clearly, understand what exceptional customer care looks like
Understand the importance, and use of, the telephone, the internet and social media in delivering exceptional customer service
Understand how to deal effectively with anger, aggression, and complaints
Understand the importance of security and personal security
Assess and analyze customer satisfaction
Who Should Attend?
Directors and managers
Those who would like to develop and enhance their marketing skills
Day One: The World Of Customer Service Excellence
Excellence in customer service and what it looks like
Identifying how excellence in front-line customer service is delivered and managed
Assessing the quality of the service that you offer
Concepts of customer care and the customer decision process
Models for managing customer care,
The psychology of customer care – an outline.
Dealing with criticism, controlling anger and aggression
Understanding what your customers say about you and your organization
Day Two: Gaining A Greater Understanding of Your Company’s Service Delivery
The connection between customer service and reputation
Examining the evidence for investing in excellent customer service
Understanding Porters Value Chain – how do you create value for your customers
Who are your internal suppliers and customers?
What are the systems that help you all to deliver excellence to the customer?
Building lasting rapport with your customers – internal and external
Creating a lasting first impression
Step into another person’s shoes to better appreciate their experiences and motivations
Day Three: Communication Masterclass
Achieving crystal clear communication?
Powerful listening and questioning techniques to understand what customers need
Typical customer behavior patterns
Body language clues that show how others are thinking and responding to you
Lenses or filters to communication
Using perceptual positions to understand your customers’ point of view
Choosing communication channels to increase engagement
Day Four: Managing The Delivery of Customer Service Excellence
Delivering a next-generation customer experience
Developing a customer strategy – planning for an interactive business relationship
Change management of processes, metrics, incentives, and skills to deliver the customer experience
Benchmarking to achieve competitive differentiation
Setting up internal information supply streams that flow through and around the organization
Knowledge management as a customer service tool
Using a performance management framework
Coaching – a tool for self and others
Day Five: Planning to Achieve Customer Service Excellence
Developing a plan to deliver excellence
Presenting your plan to top-tier management
Assertiveness and what it means
Dealing with difficult people in an assertive way
Maintaining high standards of customer service
Reviewing the service that you offer and reacting accordingly
Embracing change for the good of all
Personal development planning
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