Course Overview
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 organisation.
Course Objective
- 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
Who Should Attend?
- Customer service representatives
- Team supervisors
- Department managers
- Account managers
- Field service representatives
Course Outline
The Building Blocks of a Customer Centric Organisation
Developing a Top-Down Customer-centric Culture
Responding to the Voice of the Customer
Measuring and Monitoring Customer Satisfaction
Leading the Way to Customer Service Excellence!
Training Methodology
- Presentation & Slides
- Audio Visual Aids
- Interactive Discussion
- Participatory Exercise
- Action Learning
- Class Activities
- Case Studies
- Workshops
- Games & Role plays
