Beyond Customer Service: Service Quality and Excellence

Section One

The Building Blocks of a Customer-Centric Organisation  

• Course overview and learning objectives
• Define Customer Service Excellence
• What do you want your customer to experience?
• Practical exercise: Identify specific ways to use ‘customer service’ to enhance customer loyalty and build employee morale
• Five key steps for implementing a Customer-Centric Service Model
• Serving your internal customers
• First impressions are important – What do your customers see and hear?
• Understanding your customer’s nonverbal communication

Section Two

Developing a Top-Down Customer-centric Culture

• What do customers really want from your organization and why?
• Does the ‘customer experience’ align with your organization’s business goals and vision/mission statement?
• What do your competitors do better or differently than you do?
• Practical exercise: What are the most admired leadership traits?
• Shaping customer expectations – perception versus reality
• Case study: Examples of companies that provide world-class customer service
• Little things make a big difference – ‘going the extra mile’
• The four customer personality types

Section Three

Responding to the Voice of the Customer

• Case study: Best and worst rated companies for customer service
• Listen, act, and deliver on customer needs
• Re-evaluate and realign the customer experience in line with demand
• Creating favorable customer service ‘touch points’ within your company
• Practical exercise: List the ways that your organization creates positive ‘touch points’ to enhance the ‘customer experience’
• Leading and motivating others to deliver superior service levels
• The Customer Loyalty Chain
• Developing the processes that nurture customer brand loyalty

Section Four

Measuring and Monitoring Customer Satisfaction

• Why is measuring customer satisfaction important?
• Why is it critical to encourage customer complaints and feedback?
• Establishing quality customer service satisfaction measuring and monitoring standards
• Using customer centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvement
• Best practices for recording and monitoring customer service issues
• Putting in place processes to resolve customer dissatisfaction
• Practical exercise: Customer service quality control checklist
• Strategies for working with difficult and demanding customers

Section Five

Leading the Way to Customer Service Excellence!  

• The importance of attitude, teamwork, and professional development
• Developing a customer-centric training program
• Setting performance goals
• Contests and employee recognition programs
• Coaching and mentoring strategies
• Methods to empower and motivate customer service employees
• What is your Action Plan?
• Course review and feedback