Customer service is a continuum of human behaviors…shared with those we meet.
In today’s highly competitive business environment, every dynamic of a successful organization must be pointed toward ultimate customers. Customer-focused management goes beyond service and quality. No business cannot improve its customer orientation. Every organization has customers, clients, stakeholders, financiers, volunteers, supporters, or other categories of “affected constituencies.”
This programme focuses on what it takes to build the culture, the processes and the relationships that will lead to long-term growth and financial sustainability.
YOU WILL LEARN HOW TO
This program will explain the requirements to build a customer-focused culture within a department or organization, as well as the processes required to create economic sustainability and growth.
This unique expertly designed course will focus on how the delegate can deal with demanding customers, create and manage an effective team as well as learn different behavioral and leadership strategies used by top CEO’s and integrate them into their style.
This program teaches the responsibilities of customer service management, hiring, mentoring, training, team building as well as total quality assurance.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE
Vision and mission of a customer-focused organization
Case study: Benchmarking world-class customer service companies
The roles and responsibilities of a customer-focused manager
Breakout session: Are you a leader or manager?
The importance of presenting a professional business image
Breakout session: Customer service from the heart
Case study: Best practices – Xerox’ Five Pillars of Customer-focused Strategy
Mastering nonverbal communication
Vision and mission of a customer-focused organization
Case study: Benchmarking world-class customer service companies
The roles and responsibilities of a customer-focused manager
Breakout session: Are you a leader or manager?
The importance of presenting a professional business image
Breakout session: Customer service from the heart
Case study: Best practices – Xerox’ Five Pillars of Customer-focused Strategy
Mastering nonverbal communication
Module 2: Setting Customer Service Policies and Performance Standards
Dr. Deming’s Fourteen Points of Total Quality Management
Traditional manager versus TQM manager
Setting SMART objectives to improve customer satisfaction
Breakout session: Developing a call center checklist
Best practices: Methods of measuring and monitoring customer satisfaction
Empowering frontline employees to serve their customers better
Breakout session: Developing a customer service complaint checklist
Role-play exercise: Working with difficult or demanding customers
Module 3: Leading the Way to Superior Customer Service
Recruiting, interviewing and hiring quality personnel
Developing and implementing effective training
The importance of attitude and teamwork
Professional development and continuous improvement
Setting performance goals and expectations
Employee recognition and performance review
Empowering, motivating and retaining frontline personnel
