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.
Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the critical factor that keeps customers coming back. Successful
Successful teams understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.
YOU WILL LEARN HOW TO
Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence. This dynamic training 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.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE
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 critical 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
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 critical 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
Module 2: Developing a Top-Down Customer-Centric Culture
What do customers 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
Module 3: 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 ‘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
Module 4: 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
Module 5: 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?
