_ Customer Service Excellence

The business case for customer service excellence
● Why excellence in customer service is a hot business boardroom issue
● Understanding what your customers expect
● Benchmarking for competitive success
● Meeting and exceeding changing customer expectations
● Assessing your organisational culture for customer service focus
● Core foundations for building a customer centric culture
● Overcoming obstacles to customer service excellence
Improving customer service standards
● Showing your customers you are serious about providing customer service excellence
● Resolving customer service challenges positively
○ The six hats problem solving approach
○ Shifting perceptual positions
○ Resolving complaints, disputes and conflict
○ Role modelling top performers in customer service
● Moving closer to the customer – rapport skills to build better relationships
Creating a culture of service excellence through continuous learning
● What is a learning organisation?
● Creating a vision for customer service excellence and continuous learning in your organisation
● Applying continuous learning strategies to customer service excellence
● Planning for change – using the Neurological levels model
● Leading by example – teaching others through behavioural excellence
● There is no failure only feedback – moving forward for personal and business growth
● Building team work, cooperation and collaboration with colleagues
Hiring for attitude - training for skills
● The importance of a strong value set in customer service delivery excellence
● Core customer service qualities and competencies
● The transferability of customer service skills
● Retaining and motivating your best people
● Developing staff engagement in the business
● Understanding the psychological contract and its impact on staff
● Using rewards and incentives to motivate performance
● The importance of the team leader/supervisor in frontline staff employment
● Addressing ‘real life’ work challenges in customer service excellence
Assessing customer service training and development programmes
● Why skills training is on the boardroom agenda of successful organisations
● How to develop customer service excellence to compete in a global marketplace
● What to look for when choosing a skills development or training programme
● Addressing attitudinal issues in learning
● Assessing the impact of customer service training in the workplace on the customer, the team and the business
● High performance coaching methods for customer service excellence and staff retention
● Maintaining positivity in the workplace
● Action planning to take the learning back and develop it further