This dynamic, 5-day 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. 

• Develop a strategy to build a more proactive, customer centric organisation
• Analyze and implement the 'best practices' of world-class customer centric organisations
• 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

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
  
  

• Frontline Customer Service Representatives (CSR)
• Team supervisors
• Department managers
• Account managers
• Field service representatives

This dynamic 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, case studies and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use and facilitate learning. Delegates are provided a comfortable, enlightening learning experience that gives them the latest insights, techniques and best practices to promote long-term customer satisfaction and loyalty.

DAY 1

The Building Blocks of a Customer Centric Organisation  

• 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

DAY 2

Developing a Top-Down Customer-centric Culture  

• What do customers really want from your organisation and why?
• Does the 'customer experience' align with your organisation’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

DAY 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 organisation 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

DAY 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

 DAY 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?
• Course review and feedback

BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.

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