Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence. This dynamic, 5-day course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer-centric organization.
Establish the importance of setting and reviewing customer service standards
Develop an understanding of internal and external customer expectations
Communicate more effectively by utilizing active listening and questioning skills
Demonstrate how to deal with difficult or demanding customers in a professional manner
Set SMART objectives and goals to become more productive
Utilize stress management techniques to increase job satisfaction
Who Should Attend?
customer service representatives (CSR)
Anyone aspiring to increase his capabilities in this area
Course content Day 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
Many 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
Day 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
Little things make a big difference – ‘going the extra mile’
The customer personality types
Day Three: Responding to the Voice of the Customer
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
Day 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
Day 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?
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