Customer Service Excellence Course

Introduction

Organisations with a customer-focused outlook believe that the businesses long term successes dependent on the organisations commitment to customer satisfaction. Customer Focus requires vigilant integration of various factors that when combined will set the organisation apart from its competitors, attract and keep profitable customers as well as motivate staff and increase productivity. This training course has been designed to teach delegates the fundamental principles, practices and skills required that leading organisations employ to deliver world-class customer service experiences as well as explain the requirements to build a customer focused culture within a department or organisation.

Duration

5 Days

Course Objectives

By the end of the training, the participants should be able to;

• Build a customer focused culture within the department
• Improve performance and customer experience
• How to improve the standards of service delivery
• Operations analysis and streamlining for optimum service level
• How to increase customer satisfaction
• Improving internal services
• Increase staff retention and motivate your workforce

Course Content

Module 1: The Importance of Customer Service

• Understanding customer expectations
• Techniques for exceeding customer expectation
• Implementing benchmarking for competitive measurements
• Assess your organisational structure and its focus on customer service
• Developing a customer service focused infrastructure within your department

Module 2: Improving Customer Service Techniques

• How to deal with customer issues efficiently and effectively
• Six Hat problem solving methodology
• Strategy Modelling top performing customer service representatives
• Conflict and dispute resolution techniques
• Influencing organisational perception
• Building strong client-customer relationships

Module 3: Development

• Encouraging learning within the department
• Developing a long term strategic goal for strong customer service levels
• Learning models for customer service strategies
• Behavioural Modelling
• Neurological Modelling & Planning techniques
• Team work exercises and promoting collaboration

Module 4: Training

• Discuss integral qualities in customer service
• Customer service skills that are transferable to different roles
• The role and importance of the supervisor
• How to reduce staff turnover, motivate and keep your employees
• Encouraging staff input
• Discuss specific examples of customer service situations in their organisations
• Incentive and reward techniques for improving productivity and morale

Module 5: Customer Service Assessment

• The importance of skills training in all major organisations
• Improving customer service skills and keeping up with competition
• Benchmarking techniques
• How to select an appropriate self-development programme
• Coaching methodologies
• Mirroring customer service techniques based on top customer service representatives
• Creating an action plan for implementation within the department

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: [email protected] Tel: +254 721 331 808

Training Venue

The training will be held at our Upskill Training Centre. We also offer training for a group (at a discount of 10% to 50%) at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Upskill certificate upon completion of this course.