* All fees are exclusive of vat
** PREMIUM - Customize your learning experience
Course Description
The program delves into the precise meaning of value, what it is that customers actually value and what an organization can do to ensure it, perhaps uniquely, can deliver it. Application of the tools and techniques demonstrated in this program will enable attendees to provide dramatic increases in Customer service, leading to customer retention and increased revenues.
What Do Participants Learn?
- Understand the true meaning of value and how customer service is the key to success
- Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
- Understand how to build a customer-focused culture
- Learn how to lead customer service performance and professionalism in their organization
- Learn how improving customer service will improve business performance and the customer’s experience
- Gain the necessary skills to recruit, train and motivate staff
- Understand how to develop and improve internal service standards
Who Should Attend?
- Directors
- Managers
- Customer service professionals
- Executives
- Those who would like to develop and enhance their customer service skills
What Will the Learning Experience Include?
Phase: 1
Introduce
- 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.
Phase: 2
Explore & Practice
Phase: 3
Apply
- 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.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
Section One: The Business Case for Customer Service Excellence
- Why excellence in customer service is a hot business boardroom issue
- Understanding what your customers expect
- Benchmarking for competitive success
- Understanding that benchmarking is not always the answer
- Meeting and exceeding changing customer expectations
- Assessing your organizational culture for customer service focus
- Core foundations for building a customer-centric culture
- Overcoming obstacles to customer service excellence
Section Two: Improving Customer Service Standards
- Showing your customers you are serious about providing customer service excellence
- Resolving customer service challenges positively
- The six hats problem-solving approach
- Shifting perceptual positions
- Resolving complaints, disputes, and conflict
- Role modeling top performers in customer service
- Moving closer to the customer – rapport skills to build better relationships
Section Three: Creating A Culture Of Service Excellence Through Continuous Learning
- What is a learning organization?
- Creating a vision for customer service excellence and continuous learning in your organization
- Applying continuous learning strategies to customer service excellence
- Planning for change – using the Neurological levels model
- Leading by example – teaching others through behavioral excellence
- There is no failure only feedback – moving forward for personal and business growth
- Building teamwork, cooperation, and collaboration with colleagues
Section Four: Hiring Excellent Customer Service Personnel
- The importance of a strong value set in customer service delivery excellence
- Core customer service qualities and competencies
- The transferability of customer service skills
- Retaining and motivating your best people
- Developing staff engagement in the business
- Understanding the psychological contract and its impact on staff
- Using rewards and incentives to motivate performance
- The importance of the team leader/supervisor in frontline staff employment
- Addressing ‘real life’ work challenges in customer service excellence
Section Five: Assessing Customer Service Training And Development Programs
- Why skills training is on the boardroom agenda of successful organizations
- How to develop customer service excellence to compete in a global marketplace
- What to look for when choosing a skills development or training programme
- Addressing attitudinal issues in learning
- Assessing the impact of customer service training in the workplace on the customer, the team, and the business
- High-performance coaching methods for customer service excellence and staff retention
- Maintaining positivity in the workplace
- Action planning to take the learning back and develop it further
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