Customer Service Excellence Training

INTRODUCTION

The landscape of business has been utterly transformed by the Internet. In this continuously active 24/7 business environment, comparison websites and search engines have relegated many brands to mere commodities. Traditional distinctions that set businesses apart have faded, and customer switching has never been easier. Concurrently, modern technologies, especially through peer-review websites and social media, have elevated the customer experience to unprecedented levels of importance. The paramount focus now is on the Customer Experience, making Customer Service Excellence more vital than ever.

This dynamic and highly interactive Customer Service Excellence training course incorporates the latest insights, tools, and research into customer behaviour and the psychology of purchasing. It equips participants to fully comprehend the requirements for ensuring that both external "paying" customers and internal "colleague" customers receive the utmost quality in their interactions.

Participants will cultivate the following competencies:

• Gain insight into the Price-Quality-Value relationship and its significance

• Distinguish value-adding activities from value-eroding ones

• Acquire valuable insights into customer psychology, the art of influence, and the science of persuasion

• Develop tools and techniques for consistently enhancing value, thereby enriching both the customer experience and organisational profits

• Learn from best practice examples how to leverage Social Media to forge meaningful, compelling, and enduring relationships with customers.

TRAINING OBJECTIVES

• Comprehend the authentic meaning of value and its pivotal role in achieving customer service excellence

• Elevate service delivery standards, resulting in heightened customer satisfaction and sustainable financial performance • Cultivate a customer-centric culture within the organisation

• Master the leadership of customer service performance and professionalism within their organisations

• Appreciate how enhancing customer service positively impacts business performance and the customer experience

• Acquire the requisite skills for recruiting, training, and motivating personnel • Understand the methods for developing and enhancing internal service standards

• Use the latest online tools (including Social Media) to establish meaningful, enduring, and profitable customer relationships.

WHO SHOULD ATTEND?

• Customer Service Professionals, Managers, Quality Management Personnel, Voice of the Customer Analysts

• Brand Managers • Entrepreneurs aiming to outperform industry giants

• All specialists tasked with building and sustaining their company's reputation for customer service excellence.

• Marketing Professionals seeking to gain and uphold a compelling strategic advantage

TRAINING METHODOLOGY

The APC Customer Service Excellence training course is meticulously designed to be highly interactive, challenging, and stimulating. Delegates will learn through a blend of active participation, comprehensive training materials, case study analysis, group discussions, syndicate group activities, skill-building exercises, instructional videos, and exploration of pertinent organizational issues. This training course seamlessly integrates relevant organisational theory with customer service best practices and core communication strategies and skills.

TRAINING OUTLINE

Day 1: The Business Rationale for Customer Service Excellence

• The escalating prominence of customer service excellence in corporate boardrooms

• Comprehending customer expectations

• Benchmarking for competitive advantage

• The limits of benchmarking

• Adapting to evolving customer expectations

• Evaluating your organisational culture for customer service orientation

• Essential pillars for cultivating a customer-centric culture

• Surmounting obstacles to customer service excellence

Day 2: Enhancing Customer Service Standards

• Communicating your organisation's commitment to delivering customer service excellence

• Constructive resolution of customer service challenges

• The six hats problem-solving approach

• Shifting perceptual viewpoints

• Resolving complaints, conflicts, and disputes

• Emulating customer service excellence exemplars

• Establishing rapport-building skills to forge stronger relationships

• Closer proximity to the customer – rapport-building skills for improved relationships

Day 3: Fostering a Culture of Service Excellence through Continuous Learning

• Defining a learning organisation

• Envisioning customer service excellence and continuous learning within your organisation

• Applying strategies for continuous learning to enhance customer service excellence

• Change planning – leveraging the Neurological Levels model

• Leading by example – imparting behavioural excellence to others

• Feedback as a path to growth: Embracing the notion that there is no failure, only feedback

• Fostering teamwork, collaboration, and cooperation among colleagues

Day 4: Recruiting Exceptional Customer Service Personnel

• The significance of strong values in the delivery of excellent customer service

• Fundamental qualities and competencies for customer service excellence

• The transferability of customer service skills

• Retention and motivation strategies for your best talent

• Fostering staff engagement within the business

• Grasping the psychological contract and its impact on staff

• Motivating performance through rewards and incentives

• The pivotal role of team leaders and supervisors in the recruitment of frontline staff

• Addressing real-world workplace challenges to achieve customer service excellence

Day 5: Harnessing the Power of Social Media

• Exploring Best Practices in Social Media o Facebook o Twitter o LinkedIn o Other Platforms (including Snapchat, eMail, etc.)

• Crafting an Effective Social Media Campaign

• Maximising Online Visibility – Implementing Effective SEO Strategies • Face-to-Face Interactions – Making Them Count

• Action Planning to Transfer and Extend Learning in the Workplace

Certificate of Completion: Upon successful completion of the course, participants will receive a Certificate of Completion from Al-Majd Pathways Centre (APC).