Introduction

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.

Course Objectives of Beyond Customer Service

• 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

Course 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 

• 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

Personal Impact 

• 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

Outlines

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?

• What is your Action Plan?