202527janAll Day31Beyond Customer Service - Building a Customer Centric Organization
Objectives • Establish the importance of setting and reviewing customer
Objectives
• 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
Outline
The Building Blocks of a Customer Centric Organization :-
• 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 program
• Setting performance goals
• Contests and employee recognition programs
• Coaching and mentoring strategies
• Methods to empower and motivate customer service employees
• Practical exercise: What is your Action Plan?
• What is your Action Plan?
Who Should Attend ?
Function and Department Heads
Supervisors
Customer Service Managers
Customer Service Team Leaders and Supervisors
Account Managers
Sales Managers
Marketing Professionals
Customer Service Professionals
Sales Account Managers
Sales Professionals
January 27, 2025 - January 31, 2025 (All Day)(GMT+03:00)
Istanbul