• 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

Training Methodology

This dynamic 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, 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 organisational customer centric service vision
  
• Enhanced professional image with customer base
• Increased customer retention and revenue growth
• Improved intra/inter departmental 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 organisation 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 customer 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 organisation and why?
  
• Does the 'customer experience' align with your organisation’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 ‘touch points’ within your company
• Practical exercise: List the ways that your organisation creates positive ‘touch points’ 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
• What is your Action Plan?
• Course review and feedback

• Frontline customer service representatives (CSR)
• Team supervisors
• Department managers
• Account managers
• Field service representatives