* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
This course combines the disciplines of advanced customer service management and PR/communicate. In this course, you will work closely with other delegates to hone your relationship-building skills and strategies and to develop a planned approach to deal with the ‘new’ consumer. You will learn how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty
What Do Participants Learn?
Build lasting rapport and lasting relationships with colleagues, customers and friends
Modify your own behavior to match others
Establishing good working relationships
Learn to influence with integrity
Build co-operation and commitment
Understand your customers’ needs and how to satisfy them
An ability to tailor services to meet your stakeholders' needs
Plan communications activity to meet stakeholder needs
Be more versatile in every customer or stakeholder-facing situation
Explore the range of communications techniques and tools available
Learn how to write clear brief and clear objectives
Learn how to be an effective user of e-media
Develop crisis management techniques
Develop your interview technique
Develop personal communications effectiveness
Who Should Attend?
customer service representatives (CSR)
Anyone aspire to increase his capabilities in this area
What Will the Learning Experience Include?
Comprehensive pre-program activities include:
Web-based information forms & surveys completed by attendee.
Direct consultation with the attendee about the expectations.
During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
Participants learn from expert trainers who have both academic and business experiences.
Highly applicable training content & instructive activities for adding depth to training topics.
**A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Explore & Practice
Apply & sustain the learning experience by using this ongoing support:
To ensure participant has new skills or behavior progress.
Optional, fee-based mentoring & coaching with the trainer.
Training materials & additional documents (e-books, pdf files, presentations and articles)
Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
Section 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 organisation
Section 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
Section Three: Communication masterclass
Achieving crystal clear communication?
Powerful listening and questioning techniques to understand what customers need
Typical customer behaviour 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
Section 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 organisation
Knowledge management as a customer service tool
Section 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
Section six: Introduction and Welcome: The Power of Communication
Section Seven: From the Inside Out: Crafting consistent messages
Communications channels mapping and monitoring
Setting internal communications goals
New media for rapid interaction
Section Eight: Risks and Threats: Their identification and management
Special interest groups, whistleblowers and the rules of disclosure
External opinion formers
Cause related PR and core values
Campaigns, their design and planning
A crisis management toolkit
Stakeholder interest inventories
Section Nine: Corporate Affair/PR in the Corporate Mix
PR in the communications and marketing mix
PR, Brand and strategy
Persuasion measurement techniques
Integrating PR/Communications and marketing plans
Corporate affairs and customer relations
Section Ten: Powerful and Persuasive action planning
Measurement of performance: bottom line impact
Translating strategy to tactics
Tools and Techniques summary: a tactical inventory