Measuring, Monitoring and Achieving the Excellence Quality in Customer Service
Schedule & Fees
Start Date:
18 Nov 2024
End Date:
22 Nov 2024
Venue:
Madrid
Fees:
6100€
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Measuring, Monitoring and Achieving the Excellence Quality in Customer Service Course
Introduction:
This course is designed specifically for customer service professionals like you, providing you with the essential communication skills, technology tools, and best practices needed to build strong customer relationships and cultivate a customer-centric organization.
In today's competitive landscape, becoming customer-centric is of utmost importance for any organization. It means shifting your focus from internal drivers, such as short-term profit, to truly understanding and catering to the needs and behaviors of your customers. Customers have high expectations and demand top-notch customer service from the companies they choose to engage with. By delivering customer service excellence, you gain a significant advantage in the marketplace and ensure customer loyalty.
Customers nowadays have a wide array of choices, spanning suppliers, channels, products, and services. Their loyalty is directly influenced by the quality of the experience they receive. In this course, you will learn effective customer-centric strategies and best practices to provide world-class customer service, surpassing customer expectations and creating positive brand experiences.
We will help you develop a comprehensive strategy to establish a proactive, customer-centric organization that puts customer satisfaction at the forefront. You will also gain insights into analyzing and implementing the best practices of renowned customer service organizations, harnessing the power of interpersonal skills in delivering exceptional service, and measuring your progress towards customer service standards and objectives. Additionally, we will focus on enhancing your communication, persuasion, and conflict resolution skills to ensure smooth and successful customer interactions.
Course Objectives:
At the end of this training course, you will learn to:
- Establish the importance of setting and reviewing customer service standards
- Use body language to build trust and rapport face-to-face or over the phone
- 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
- Provide exceptional customer service that achieves results and gets noticed
- Adopt the skills and techniques that routinely deliver positive customer experiences
- Deal effectively with difficult customers and turn complaints into opportunities
- Contribute to a customer-centric culture and achieve greater customer satisfaction
- Demonstrate a positive, professional approach with internal and external customers
Who Should Attend?
This training course is suitable for a wide range of professionals but will greatly benefit:
- Frontline Customer Service Representatives (CSR)
- Team Supervisors
- Department Managers
- Account Managers
- Field Service Representatives
- Brand Managers
- Public Relation Professionals
Course Outlines:
Responding to the Voice of the Customer
- What do your customers expect?
- Serving Internal and External Customers
- Active Listening and Questioning Skills
- How to Read your Customer’s Body Language?
- Understanding the Four Customer Types
Developing a Top-Down Customer-Centric Culture
- Creating a Customer Service Vision and Strategy
- Steps for Implementing a Customer-centric Service Model
- The Best and Worst Customer Service Providers
- Most Admired Leadership Traits
- Examples of World-class Customer Service Organizations
Going the Extra Mile to Provide Customer Service Excellence
- The Power of a Positive Attitude
- Is your team ready for takeoff?
- Presenting a Professional Appearance
- How to Use Customer Service to Increase Sales and Brand Loyalty?
- Brainstorming for Ideas to improve the “customer experience”
Measuring and Monitoring Customer Service Satisfaction
- Why is measuring customer satisfaction important?
- Customer Service Satisfaction Measuring and Monitoring
- Techniques for Giving and Receiving Feedback
- Best Practices for Processing Customer Service Issues
- Service Recovery Strategies to Maintain Customer Loyalty
- The Impact of Social Media on Customer Service
Leading the Way to Superior Customer Service!
- Setting SMART Goals for Continuous Improvement
- Building Employee and Team Motivation
- Coaching and Mentoring Team Members
- Stress Management Tips and Techniques
- What is your Action Plan?