2 participants: 5% Group Discount
3 to 5 participants: 10% Group Discount
6 or more participants: 15% Group Discount
Group discount applies for payment one week prior to the training date
(Available also for customised Training by Duration, Venue & Fee)
Amazing Tips, Tricks and Secrets That Will Make Sure Your organization. Don't Just Survive But THRIVE During Economic Downturns!
Good customer service can be considered as
the big differentiator between firms. While competing products are
often similar and can anyway be easily duplicated, good customer service
is a holistic system, requiring a sustained organization-wide effort,
driven by the top and permeating all aspects of the organization
culture. The resulting customer-centric organization becomes a
formidable competitor whose model cannot be easily copied. In this
course, we look at what it takes to build a customer centric
organization.
This course also focuses on the importance
of providing exceptional internal and external customer service and the
impact of doing this. Moreover, you will thoroughly have the chance to
discuss the effects of stress at the workplace and ways to turn stress
to an advantage. You will also learn how mastering your effective usage
of time will inevitably enhance your productivity and lower your stress
level. Finally, you will learn in detail, how you can improve your phone
handling capabilities.
Course Objectives
At the end of this course delegates would have mastered:
Customer orientation
Conceptual thinking
Balanced decision making
Quality orientation
Understanding of prospects motivation
Persuading others
Self development
Interpersonal communication
Business writing
Customer focus
Self management
Time management
Telephone handling
Engage in a continuing learning process
through the interaction with peers in related topics, as individuals and
as team members.
Course Outlines
Teamwork and communication skills
developed from, with, and honed through assessment and practice
throughout the program of studies encouraged and valued in all aspects
of learning
Intercultural and ethical competency
adept at operating in other cultures comfortable with different
nationalities and social contexts
Self-awareness and emotional intelligence
A capacity for self-reflection and a willingness to engage in self-appraisal
Open to objective and constructive
feedback from supervisors and peers able to negotiate difficult social
situations, diffuse conflict and engage positively in purposeful debate
Defining and appreciating the customer
Definition of customer
Definition of customer service
The internal and external customer
Importance of the internal customer
The need for motivated employees
The need for qualified employees
Silo mentality
Destroying the silos
Customer service as a strategic imperative
From suspect to partner
Going up the ladder
The 'KANO' model
Basic attributes
Performance attributes
Delight attributes
The customer centric organization
Customer service as a strategic imperative
The 7 practices of customer-centric organization
Customer satisfaction surveys and other vital tools
Understanding your customers
Importance of segmentation
Principles of customer segmentation
Focus groups
Customer satisfaction surveys
Key terms
Major survey methods
Questionnaire examples
Customer survey guidelines
Types of satisfaction surveys
Basics of sampling
Attributes to measure
Customer satisfaction index
'RATER' in depth
Service quality (servqual) gaps model
Customer complaints and service recovery
Facts and their implications
Symptom versus cause
Root cause analysis
Failures do happen
The recovery paradox
The strategic initiative
Tactical activities
The WOW! factor
Service Level Agreements (SLAs)
SLA definition
Characteristics of effective SLAs
Key elements of SLA
Steps in SLA development
Quality versus cost
SLA metrics
KPIs for customer service
Monitoring performance through key performance indicators
The 4 perspectives of the balanced scorecard
Impact of the customer perspective
Characteristics of good KPIs
Building customer service KPIs
Effective verbal and written communication skills
Improving credibility and gaining recognition
Importance of having positive attitude
Being assertive
Selling your ideas to the boss, colleagues, subordinates and clients
Preparing a professional presentation
What constitutes professional business writing
Style and layout
Obtaining your objective with the reader
Expectations of readers
Serving the internal and external customer
Understanding the needs of internal and external customers
Removing services barriers
Providing excellent service
Breaking down the silo mentality
Handling complaints
Stress management techniques
Causes and symptoms
Identifying your stressors
How stress affects performance
Formulating a comprehensive stress management plan
Managing time
Identifying and eliminating time wasters
Setting goals and priorities
Using measures to control and improve your effectiveness
Planning and managing time for self and others
Preparing time logs and learning from them
Using the telephone properly
Professional telephone behavior
Rules for good listening
Steps in professional handling of an incoming call
Dealing with difficult callers
Identifying common phone problems and formulating solutions
Who should attend?
Customer Service Professional, Customer
Service assistants, administrators and supervisors of junior level
employees, Executives, managers and decision makers who are keen on
improving performance by taking their customers to higher levels of
satisfaction, as well as customer service managers and supervisors
interested in advanced customer service tools.
Methodology
Case studies, self-evaluation exercises,
application of service quality tools, video clips with debriefs, oral
and written questions resulting in debates and more are all used in this
course in addition to brief consultant and participant presentations.
Our portfolio of more than 200 training courses are currently designed to address the current training needs of our clients incorporating latest trends and internationally accepted best practices, in each distinct subject area.