CUSTOMER SERVICE EXCELLENCE

COURSE OUTLINE

This training course has been developed by effectively merging the theory and practice of Customer centricity. Becoming customer centric is one of the most important aims of any organization. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organizations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.

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. 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.

LEARNING OBJECTIVES

After the successful completion of this comprehensive training course, participants will be able to:

  1. Establish the importance of setting and reviewing customer service standards
  2. Develop an understanding of internal and external customer expectations
  3. Communicate more effectively by utilizing active listening and questioning skills
  4. Demonstrate how to deal with difficult or demanding customers in a professional manner
  5. Set SMART objectives and goals to provide better Customer Experiences and Service

INSTRUCTIONAL METHODOLOGY

  • Group Live and Instructor-led Classroom Track
  • PowerPoint presentation, with pointed breaks to stimulate discussion by the participants.
  • Participative Classroom Activities, including:
    • Ice-Breakers and Energizers
    • Behavioral Role Plays
    • Focused Video Playback
    • Customer-centric Group Discussions
    • Management Case Studies

INTENDED AUDIENCE

  • Business Leaders and Functional Heads working in the field of Service Quality and Excellence.
  • Corporate Practitioners, including specialists, consultants, managers, supervisors and employees with some related experience who wish to advance their functional expertise and competence.

COURSE ASSESSMENT

  • Pre-Assessment to gauge current level of conceptual understanding and customize training delivery.
  • Session-based Practical Exercises, Reflective Quiz and Peer-group Notes Sharing and Evaluation
  • Final Course Assessment, in a test environment, capturing course retention and learning.

COURSE STRUCTURE AND AGENDA

Module  01

THE BUILDING BLOCKS OF A CUSTOMER CENTRIC ORGANISATION

  • 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?
  • Practical exercise – Understanding your customer’s non-verbal communication
Module  04

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
  • Strategies for working with difficult and demanding customers
  • Practical exercise: Customer service quality control checklist
Module 02

DEVELOPING A TOP-DOWN CUSTOMER-CENTRIC CULTURE

  • What do customers really want from your organization and why?
  • ‘Customer experience’ alignment with organization’s business goals and vision/mission
  • What do your competitors do better or differently than you do?
  • Shaping customer expectations – Perception versus Reality
  • Little things make a big difference – ‘Going the Extra Mile’
  • The four customer personality types
  • Case study: Examples of companies that provide world-class customer service
Module  05

LEADING THE WAY TO CUSTOMER SERVICE EXCELLENCE!

  • The importance of attitude, teamwork, and professional development
  • Developing a customer centric training program
  • Contests and employee recognition programs
  • Methods to empower and motivate customer service employees
  • What is your Action Plan?
Module  03

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
  • Leading and motivating others to deliver superior service levels
  • The Customer Loyalty Chain
  • Developing the processes that nurture customer brand loyalty
  • Practical exercise: List the ways that your organization creates positive ‘touch points’ to enhance the ‘customer experience