Beyond Customer Service and Service Quality & Excellence

The Internet has changed everything!

It was not that long ago that that Customer Service was just another element within the Marketing Mix. Some customers were happy, some were not and in the Grand Scheme of things, it didn’t matter too much.  Those days are gone forever.

The internet, via peer-review sites and Social Media, has raised the bar enormously. Customers now have a huge choice and are able to use tools to quickly compare one offering versus another. In short, the customer expects, no demands a perfect service. The entire game has now become all about the customer experience. That is the focus of this workshop.

This ICL workshop will show you how to;

• Understand the importance of setting standards for service delivery
• Understand how to measure, manage and communicate such standards
• Become a world-class communicator via active listening and consultative influencing skills
• Deal with a wide variety of customer types (even the most difficult ones) in a professional yet compelling manner
• Use proven techniques to control stress fr employees and to greater service delivery

This ICL workshop will be useful for any member of staff who ever interacts with a customer, be that in the real or virtual world, but will be especially useful for.

• Marketing Professionals
• Brand Managers
• Customer Service Managers and Customer Service Representatives
• Service Engineers
• Public Relations Professionals
• Social Media Agencies
• Team supervisors
• Department managers
• Account managers
• Field service representatives

The Building Blocks of a Customer Centric Organization

• 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

Developing a Top-Down Customer Centric Culture

• What do customers really want from your organization and why?
• Does the ‘customer experience’ align with your organization’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

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 organization 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

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

Leading the Way to Customer Service Excellence!

• The importance of attitude, teamwork, and professional development
• Developing a customer centric training programme
• Setting performance goals
• Contests and employee recognition programmes
• Coaching and mentoring strategies
• Methods to empower and motivate customer service employees
• What is your Action Plan?
• Seminar review and feedback