* All fees are exclusive of vat ** PREMIUM - Customize your learning experience
A customer-focused organization is grounded in the belief that long-term success depends on a commitment to customer satisfaction throughout the entire organization. This course focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.
What Do Participants Learn?
Describe the importance of the leader as a role model for customer service excellence
Establish the importance of setting and reviewing customer service standards
Describe techniques to motivate teams and individuals for peak performance
Develop effective communication strategies to promote teambuilding
Evaluate surveys to accurately monitor customer satisfaction
Design a realistic and challenging customer service employee training program
Who Should Attend?
customer service representatives (CSR)
Anyone aspiring 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: Creating a Customer-Focused Organization
Vision and mission of a customer-focused organization
Case study: Benchmarking world-class customer service companies
The roles and responsibilities of a customer-focused manager
Breakout session: Are you a leader or manager?
The importance of presenting a professional business image
Breakout session: Customer service from the heart
Mastering nonverbal communication
Section Two: Enhancing Leadership and Interpersonal Communication Skills
Supervising the four personality styles
Practical exercise: Determining your management style
Overcoming communication barriers in the workplace
Practical exercise: Listening Awareness Inventory
Practical exercise: The most admired character traits of leaders
The supervisor’s role in conflict resolution and service recovery
Facilitation Skills: Managing group dynamics
How to Give and receive constructive feedback
Section Three: Setting Customer Service Policies and Performance Standards
Traditional manager versus TQM manager
Setting SMART objectives to improve customer satisfaction
Breakout session: Developing a call center checklist
Best practices: Methods of measuring and monitoring customer satisfaction
Empowering frontline employees to better serve their customers
Breakout session: Developing a customer service complaint checklist
Role-play exercise: Working with difficult or demanding customers
Section Four: Building High-Performance Teams and Motivating Individuals
The building blocks of a high-performance team
Your customer service is only as good as your worst employee
Team building exercise: The paper tower
The power of mutual support and cooperation
Building teamwork with support and recognition
Coaching and mentoring techniques
The impact of stress on individual and team performance
The benefits of teamwork and mutual cooperation
Section Five: Leading the Way to Superior Customer Service
Recruiting, interviewing and hiring quality personnel
Developing and implementing effective training
The importance of attitude and teamwork
Professional development and continuous improvement
Setting performance goals and expectations
Employee recognition and performance review
Empowering, motivating and retaining frontline personnel