The way an organization interacts with its customer base directly affects its business growth. Satisfied customers not only visit back to make more purchases, but they also pass on positive recommendations to other prospective customers which improves the future scope of the sale.
Lately, the focus for a new generation of organizations has been on providing their customers with a differentiated experience- something that sets them apart from their competitors. Customer service excellence is becoming an important element in providing this experience.
Customer service excellence takes basic customer service up a notch and includes not only fulfilling the expectations of a customer but also exceeding those expectations. Organizations that strive for customer service excellence approach customers with a focused modus operandi of satisfying their customers.
Customer-focused organizations 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 the best staff. In this five-day program, delegates will learn the core practices and skills that successful businesses employ to consistently deliver world-class customer service experiences.
Course Summary of Customer Service Excellence
How delivering excellence in customer service is a way of driving greater return on investment
Why business must be aligned around the customer to succeed
The role of strong leadership as an aid to decision-making on customer service issues
How to encourage philosophy and culture of ‘living and breathing customer service excellence in your organization
How to ensure you are attracting, motivating, and retaining the best people
Why skills training and development in staff is essential to excellence in customer service
How to use high-performance coaching techniques
How to encourage positivity in the workplace
Upon successful completion of the Customer Service Excellence Training course, participants shall be able to:
Read well the needs of the customers and come up with propositions to meet those needs
Maintain a sustainable long-lasting relationship with its customer base
Exceed customer expectations by designing personalized experiences for the customer
Find innovative ways to add value for the customer through customer service
Develop a better communication channel with customers that provide for an effective feedback system and follow-up
Recognize customer complaints as a way to improve their functioning
Develop an efficient way to measure customer service excellence and evaluate the performance of the sales workforce
Enhance sales and marketing of the company and ensure business growth
Reduce price sensitivity of customers as loyal customers are willing to pay more for the same product and service
This program is designed to be highly interactive, challenging, and stimulating. Delegates will learn by a combination of active participation using program materials, case study review, discussion, syndicate group work, skills practice exercises, training videos, and exploration of relevant organizational issues. This program synthesizes the use of relevant organizational theory and customer service best practices with core communication strategies and skills.
Senior Marketing Managers/ Marketing Heads/Marketing Team
Customer Relationship Managers/ Relationship Managers
Customer Service Professionals/ Supervisors/ Team Leaders and Managers
Sales Professionals, Salesperson, and Sales Analysts
Start-up Founders, Entrepreneurs
Participants upon successful completion of the Customer Service Excellence Course, shall benefit their organization in the following manner:
The organization will be able to retain its customers for the long term and thereby reducing its customer acquisition cost
Build a highly professional customer service team and improve their skills
Customers satisfied with service excellence tend to pass on positive word-of-mouth recommendations to prospective customers which aid in business growth
Businesses with their service excellence are able to create a competitive advantage in the industry
Well-trained staff equipped with the latest knowledge and tools are more motivated and empowered. They are able to create better connections with their customers which benefits both the customer and the staff
Improve the profitability of the business through increased sales
Build a positive image and reputation in the market for being a customer caring organization
Upon successful completion of the Customer Service Excellence training course, participants shall benefit at a personal level in the following manner:
Sales representatives and marketing professionals equipped with better knowledge and techniques tend to deal with difficult situations in a much more professional manner. This empowers them and motivates them to perform better
Improving morale of the sales and marketing team as they will be better prepared which will enhance productivity
Better communication and listening skills
Developing a progressive set of skills in customer dealing will help them in advancing their career
By enhancing emotional connect and empathy with the customers, participants shall be able to timely achieve their targets
Module 1
Introduction to Customer Service Excellence
Concept of service excellence
Benefits of customer service excellence
Using customer service excellence to build a competitive advantage
Recognizing the shift from product-centric to a customer-centric organization
Meeting and exceeding changing customer expectations
Assessing your organizational culture for customer service focus
Core foundations for building a customer-centric culture
Overcoming obstacles to customer service excellence
Module 2
Understanding Customer Needs and Expectations
Customer journey mapping
Identifying customer expectations before, during and after-sales
Adding value through customer service
Customizing customer service
Moving closer to the customer - rapport skills to build better relationships
Module 3
Developing Loyalty Programs
Identifying the loyalty ladder
Customer loyalty
Customer lifetime value
Designing referral programs
Real-world examples of loyalty programs
Applying continuous learning strategies to customer service excellence
Planning for change - using the Neurological levels model
Leading by example - teaching others through behavioral excellence
Module 4
Enhancing Customer Experience
Customer experience index
Customer feedback communication channels
Use of innovation in enhancing customer experience
Module 5
Developing Customer Service Strategy
Strengthening sales and marketing team
Using technology: chatbots, data analytics, artificial intelligence
Using social media channels to expand branding and for better customer support
Multi-channel servicing
Module 6
Elements of Customer Service Excellence
Developing communicators
Developing empathy and connect
Working on response time
Product knowledge
Identifying key performance indicators
Module 7
Customer Need Research Methods
Qualitative methods of recognizing customer needs
Quantitative methods of recognizing customer needs
Module 8
Developing Service Excellence Culture
The developing mindset among the team
Increasing employee engagement through leadership
Prioritizing on building customer relationships
Creating an accountability team