Advanced Customer Relationship Management (CRM)
01/11/2024Customer Service & Public Relations Masterclass: Building Exceptional Organizational Reputation and Customer Loyalty
01/11/2024Customer Service Excellence: Strategies for Outstanding Customer Experiences
£4,000.00
Overview:
In an era where customer loyalty is increasingly hard-won, outstanding customer service is essential for differentiation. "Customer Service Excellence" is a five-day intensive training designed to equip participants with the strategies and skills to consistently deliver exceptional customer service that inspires loyalty and advocacy. This course emphasizes actionable frameworks, emotional intelligence, and communication mastery to meet and exceed customer expectations, creating lasting value for the organization.
Program Objectives:
By the end of this course, participants will be able to:
- Recognize and meet diverse customer expectations.
- Deliver high-quality service promptly, ensuring customer satisfaction and loyalty.
- Apply best practices for handling challenging customer interactions, including complaints.
- Build and inspire customer-focused teams committed to service excellence.
- Align organizational practices to manage and exceed customer expectations.
- Effectively address and resolve customer issues, enhancing relationships.
- Build resilience and manage difficult situations with confidence.
- Establish a culture of continuous service improvement.
Target Audience:
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- Customer Service Representatives
- Technical Support and Field Service Staff
- Account Managers and Client Relations Professionals
- Credit and Billing Specialists
- Business Owners and Managers
Program Outline:
Day 1: Foundations of Customer Service Excellence
- Understanding the principles of customer service excellence.
- Identifying key traits of top-tier front-line customer service.
- Evaluating current service levels and identifying improvement areas.
- The customer decision-making process and care models.
- Understanding customer care psychology.
- Strategies for managing criticism, anger, and aggressive behavior.
- Listening to and interpreting customer feedback.
Day 2: Service Delivery and Organizational Alignment
- Linking customer service to organizational reputation and success.
- Analyzing the impact of exceptional customer service on business outcomes.
- Understanding and applying Porter’s Value Chain to create customer value.
- Building effective relationships with internal customers and stakeholders.
- Optimizing systems that support service excellence.
- Techniques for building lasting rapport with internal and external customers.
- First impressions: Strategies for making positive, lasting impressions.
Day 3: Communication Mastery in Customer Service
- Techniques for achieving clear and effective communication.
- Active listening skills and questioning techniques to identify customer needs.
- Recognizing and adapting to customer behavior patterns.
- Body language insights to better understand and respond to customers.
- Overcoming communication barriers and filters.
- Communication styles and tailoring responses.
- Using perceptual positions to view situations from the customer’s perspective.
- Leveraging communication channels for enhanced customer engagement.
Day 4: Managing and Sustaining Service Excellence
- Designing a memorable, high-quality customer experience.
- Developing customer-focused strategies for interactive relationships.
- Managing process changes, metrics, and incentives to enhance customer satisfaction.
- Competitive benchmarking to achieve service differentiation.
- Establishing effective information-sharing systems within the organization.
- Knowledge management tools for service improvement.
- Implementing performance management structures to track and improve service.
- Coaching and influencing skills for personal and team development.
Day 5: Action Planning for Customer Service Excellence
- Developing a personalized action plan to enhance customer service.
- Techniques for presenting customer service initiatives to leadership.
- Building assertiveness to manage challenging situations professionally.
- Strategies for maintaining high service standards.
- Regularly reviewing and adjusting service levels to meet changing needs.
- Embracing and managing organizational change to support service goals.
- Personal development planning to continue growth in customer service excellence.