Customer Service Excellence

Description

Customer focused organisations know that delivering excellence in service does not happen by accident. It requires careful integration of key factors that together set the company apart from competitors, win and retain profitable customers and attract, motivate and keep best staff. In this five-day programme delegates will learn the core practices and skills that successful businesses employ to consistently deliver world-class customer service experiences.

Objectives

Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
Build a customer focused culture
Lead customer service performance and professionalism in their organization
Improve business performance and the customer’s experience
Recruit, train and motivate staff
Develop and improve internal service standards
Assess internal and external skills based development programmes

Audience

People with an open-minded mindset who welcome uncertainty and want to stay up to date with the global business environment

Duration

3h

Requirements

None

Curriculum

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

Resources

Leadership Excellence in Handling Pressure and Stress

9 tips to improve your customer service skills

We provide

Online or On-site delivery

We created a personalised delivery strategy by offering blending learning

Communities of practice

Find a bunch of people who are on the same page with you

Engaged Learning

Engaging platform with gamification for collaboration and friendly competition

Interactive training

We created a personalised delivery strategy by offering blending learning

Learning efficiency

A special learning environment can boost learning efficiency

Learning everywhere

Available anywhere and anytime on your phone, computer or tablet

FAQ

Can you organise virtual training sessions or only face to face trainings?

Yes, you can choose an online or an offline training session. We use Knolyx, an e-learning platform, to make the process of online training and mobile learning delivery as efficient as a face-to-face training session. You can check here a complete list of features set.

Should we deliver online or offline classes?

That's up to you. We offer you an efficient learning environment and you can use it according to your needs: either online or offline. Nobody knows better than you and your team what you need, so we do not imposed some predefined criteria, we adapt to yours.

Can you customize courses to suit our particular requirements?

Yes. We offer training consultancy and we establish the most appropriate courses according to the specific needs and business objectives of your company.