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Objectives

• By the end of this Course participants will be able to:
• Develop a strategy to build a more proactive, customer centric organisation.
• Create and shape the organisation’s brand promise.
• Define customer service excellence – identifying your customers’ values.
• Understand how to measure and monitor the customer service experience to support improvements in line with your strategy.
• Understand the barriers to delivering a superior customer service at all customer ‘touch points’ within your organisation.
• Understand how to measure customer service culture within an organisation.
• Develop a proactive, motivated and empowered customer facing team.
• Develop internal processes that support your organisation’s service commitment to the customer through the use of diagnostic tools.
• Implement the customer service strategy – making change happen.

The Delegates

Customer Service Professionals who are responsible for developing, positioning and designing the customer service strategy to meet the needs of their customers whilst developing a consistent standard of customer service excellence that reflects the organisation’s brand.

The Contents

• Introduction and Course overview.
• What do You Want Your Customer to Experience?
• What is your current strategy?
• What is your current customer service experience?
• How does the ‘customer experience’ align with business goals?
• Understanding the impact of the experience on customer retention and loyalty
• Developing a Customer-centric Culture
• Customers are really everything
• What do your customers really want from your organisation? – Why?
• How to meet customer expectations – a shift of paradigm for the workforce
• Top down, bottom up commitment to the customer
• How to Measure Strategic Success – Yesterday, Today and Tomorrow
• What does the organisation offer the customer? – Do we deliver?
• What do your competitors do? – Better or differently?
• What does the ‘voice of the customer’ confirm?
• What do customers really want?
• What can the organisation do to set itself apart from and above the competition?
• Setting agreed customer service standards that deliver the levels and measures
• Ensuring customer retention through excellence in service
• Developing the processes that nurture customer brand loyalty
• Recording and monitoring customer service issues
• Putting in place processes to resolve customer dissatisfaction
• Devising a Strategy to Respond to the Voice of the Customer
• Listen, act and deliver on customer needs
• Re-evaluate and realign the customer experience in line with demand
• Using experience to reshape the ‘customer experience’
• Ensuring consistency at every customer ‘touch point’
• Leading and motivating others to deliver superior service levels
• A Whole New Branded Experience – ‘CRITIQUE’
• Using customer-centric diagnostic tools to evaluate trends, perceptions and opportunities for performance improvement
• Devising a new strategy to meet customer, shareholder and stakeholder demands and expectations
• Identifying ‘next steps’ to implementing change
• Course summary .

 

The Discount

10% in case of Three P. (or more)