Conferences

Conference: Beyond Customer Service: Building a Customer Centric Organisation


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CO8038

27 Apr - 1 May 2025

Cairo (Egypt)

Hotel : Holiday Inn & Suites Cairo Maadi, an IHG Hotel

Cost : 3575 € Euro

Introduction

Becoming customer-centric is one of the most important aims of any organization. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organizations understand the importance of developing a customer-centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.

Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products, and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence. This dynamic, 5-day course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer-centric organization.

  • Develop a strategy to build a more proactive, customer-centric organization
  • Analyze and implement the 'best practices' of world-class customer-centric organizations
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Measure and assess how well customer service standards and objectives are being achieved
  • Enhanced communication, persuasion, and conflict resolution skills

Conference Objectives of Beyond Customer Service

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

Conference Methodology of Beyond Customer Service

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.

Organizational Impact of Beyond Customer Service

  • A shared organizational customer-centric service vision
  • Enhanced professional image with 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

Personal Impact of Beyond Customer Service

  • 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

Conference Outlines of Beyond Customer Service

Day 1: The Building Blocks of a Customer-Centric Organisation

  • Conference 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?
  • What is your Action Plan?

Conferences

Conference: Beyond Customer Service: Building a Customer Centric Organisation


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

CO8038

27 Apr - 1 May 2025

Cairo (Egypt) - Holiday Inn & Suites Cairo Maadi, an IHG Hotel

Hotel : Holiday Inn & Suites Cairo Maadi, an IHG Hotel

Cost: 3575 € Euro


  About Cairo

Cairo is a mesmerizing assortment of iconic monuments, bustling markets, and ancient sites encircled by a vast and sprawling metropolis. At its core lies a maze-like medieval quarter. A world away from the modern side of the city, it boasts a seductive blend of intricate mosques, jostling crowds, madrasas, and traditional hammams. No visit could be complete without visiting the awe-inspiring Giza Pyramids that preside over the city's horizon. Whether you come to delve into the city's ancient past, dive into colorful souqs, sip mint tea and contemplate thousands of years of history or explore the city's cosmopolitan side, you'll be left with memories to last a lifetime.


  Things to do and places to visit in Cairo

The multi-layered capital of Egypt offers its visitors lively markets, authentic restaurants, and a multitude of ancient sights and archeological findings. Gaze in wonder at the Pyramids, take an awe-inspiring look at Tutankhamen's burial mask, shop for handmade souvenirs in the bazaars or hop on a sunset cruise down the Nile and embrace the sensory overload that is Cairo.

Take a vacation in Cairo and you can:

  • Visit the Great Sphinx of Giza, one of Ancient Egypt's great mysteries.
  • Explore the ramparts of the Salah El-Din Citadel.
  • Join locals drinking coffee at Fishawi Café, one of Cairo's first cafes and most important meeting spots.
  • Marvel at the seemingly endless historical artifacts on display at the Egyptian Museum.
  • Learn about the Ummayad, Ottoman, and Ayyubbid dynasties and more at the Museum of Islamic Art.
  • Haggle for souvenirs and gifts at the Khan el-Khalili souk.
  • See one of the world's oldest universities at the Al-Azhar Mosque, one of the city's original mosques.
  • Take a tour of the showstopping Giza pyramids.
  • Savor local cuisine such as mezze in the old city.
  • Wander through the labyrinth-like streets of Coptic Cairo, the city's ancient quarter, and spot Roman relics.
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