3 - 7 Feb 2025
Amsterdam (Netherlands)
Hotel : Grand Hotel Amrâth Amsterdam
Cost : 5250 € Euro
This program focuses on building customer-centric organizations by aligning with customer needs and expectations. Participants learn strategies and best practices for delivering world-class customer service. Key topics include communication, persuasion, and conflict resolution skills. The course covers measuring and improving service standards for long-term customer satisfaction. It helps organizations enhance loyalty and gain a competitive edge.
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
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.
A shared organizational customer-centric service vision
Enhanced professional image with a customer base
Increased customer retention and revenue growth
Improved Intra/interdepartmental communication and teamwork
A highly motivated and customer-focused workforce
Increased competency and communication skills
An increased appreciation for their role in helping their organization 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
Course overview and learning objectives
Define Customer Service Excellence
What do you want your customers 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 organization and why?
Does the 'customer experience' align with your organization’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 ‘touchpoints’ within your company
Practical exercise: List the ways that your organization creates positive ‘touchpoints’ 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
Practical exercise: What is your Action Plan?