Beyond Customer Service
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Beyond Customer Service Course
Introduction:
Becoming customer-centric is crucial for any organization. It entails prioritizing the needs and behaviors of customers over short-term profits. Customers expect high-quality service and value from the companies they choose to support. Delivering exceptional customer service not only gives a competitive edge but also fosters customer loyalty.
Successful organizations understand the significance of adopting a customer-centric mindset and restructuring their service model to enhance satisfaction and loyalty. In today's competitive landscape, customers have an abundance of choices, making their loyalty contingent on the quality of their experience. During this 5-day course, delegates will gain valuable insights into effective customer-centric strategies and best practices for delivering world-class service.
They will acquire essential communication skills, utilize cutting-edge technology tools, and develop the motivation needed to cultivate strong customer relationships and foster a customer-centric culture.
- Develop a strategy to build a more proactive, customer-centric organization
- Analyze and implement the ‘best practices’ of world-class customer-centric organizations
- Utilize interpersonal skills as vital tools in the provision of customer service
- Measure and assess how well customer service standards and objectives are being achieved
- Enhanced communication, persuasion, and conflict resolution skills
Course Objectives:
By the end of this course, 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
- Organizational Impact:
- A shared organizational customer centric service vision
- Enhanced professional image with customer base
- Increased customer retention and revenue growth
- Improved intra/inter departmental communication and teamwork
- A highly motivated and customer-focused workforce
- Increased competency and communication skills
- Personal Impact:
- An increased appreciation for their role in helping their organization achieve customer service excellence
- Up to date techniques and methods to help them provide world-class customer service
- Enhanced leadership and communication skills required to excel in their career
- Increased confidence in their abilities to work professionally with difficult or upset customers
- Improved management performance by learning techniques to empower, motivate, and retain customer service personnel
- Improved time management skills to become more productive
Who Should Attend?
- Frontline customer service representatives (CSR)
- Professionals
- 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?