Assessing Customer Service and Quality
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Assessing Customer Service and Quality Course
Introduction:
Achieving customer centricity is a paramount objective for any organization. Customer centricity entails aligning the company's focus with the needs and behaviors of its customers, prioritizing their satisfaction over short-term profit-driven motives. In today's competitive landscape, customers have high expectations and demand exceptional customer service from the businesses they choose to engage with. Providing excellent customer service not only gives an organization a competitive edge but also fosters customer loyalty and repeat business. Recognizing the significance of a customer centric mindset, successful organizations intentionally restructure their customer service models to enhance customer satisfaction and cultivate brand loyalty.
In the current business environment, customers are empowered with an abundance of choices – from suppliers to channels and products/services. Their loyalty is heavily influenced by the quality of the experience they receive. To meet and exceed customer expectations, it is crucial for customer service professionals to acquire effective strategies and best practices in delivering world-class customer service excellence. This comprehensive 5-day course is designed to equip participants with the necessary communication skills, technological tools, and motivation to build strong customer relationships and establish a customer centric organization.
Throughout the course, participants will learn how to develop a proactive strategy for building a customer centric organization. They will delve into the analysis and implementation of best practices observed in world-class customer centric organizations. Moreover, participants will enhance their interpersonal skills, recognizing their vital role in delivering exceptional customer service. The course will also cover techniques for measuring and assessing the achievement of customer service standards and objectives, enabling organizations to continuously improve their customer service offerings.
By attending this course, participants will gain enhanced communication, persuasion, and conflict resolution skills – all of which are crucial in providing superior customer service. Armed with these valuable tools, customer service professionals will be well-equipped to meet customer expectations, foster loyalty, and contribute to the overall success of their organizations.
Join us on this dynamic journey towards customer centricity, where you will acquire the knowledge, skills, and strategies needed to excel in delivering exceptional customer service. Embrace the opportunity to build a customer centric organization that thrives on customer satisfaction and loyalty.
Course Objectives:
- By the end of this seminar, delegates will be able to:
- 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?
- Frontline Customer Service Representatives (CSR)
- Team supervisors
- Department managers
- Account managers
- Field service representatives
Course Outlines:
The Building Blocks of a Customer Centric Organization
- 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
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
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 ‘touchpoints’ within your company
- Practical exercise: List the ways that your organization creates positive ‘touchpoints’ 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
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
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?