Objectives
By the end of this seminar, 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.
Training Methodology
- This 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, videos, 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.
Organisational Impact
- A shared organisational customer centric service vision.
- Enhanced professional image with customer base.
- Increased customer retention and revenue growth.
- Improved intra/inter departmental communication and teamwork.
- A highly motivated and customer-focused workforce.
- Increased competency and communication skills.
Personal Impact
- An increased appreciation for their role in helping their organisation achieve customer service excellence.
- Up to date techniques and methods to help them provide world-class customer service.
- Enhanced leadership and communication skills required to excel in their career.
- Increased confidence in their abilities to work professionally with difficult or upset customers.
- Improved management performance by learning techniques to empower, motivate, and retain customer service personnel.
- Improved time management skills to become more productive.
Day 1: The Building Blocks of a Customer Centric Organisation
- Define Customer Service Excellence.
- 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.
- 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?
- Shaping customer expectations - perception versus reality.
- 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.
- 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 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.
- 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.
- Setting performance goals.
- Contests and employee recognition programs.
- Coaching and mentoring strategies.
- Methods to empower and motivate customer service employees.
Language: English
Place: London – UK
Venue (TBC): Radisson Edwardian Sussex Hotel (Address: 19-25 Granville Pl, Marylebone, London W1H 6PA).
