Short Course on Master Class in Customer Service Excellence

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

LEARNING 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

TOPICS TO BE COVERED

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

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TRAINING CUSTOMIZATION

This training can also be customized for your institution upon request. You can also have it delivered your preferred location. For further inquiries, please contact us through Mobile: +254 732 776 700 or +254 759 285 295. You can also email us on: [email protected]

REQUIREMENTS

Participants should be reasonably proficient in English. During the trainings, participants should come with their own laptops.

TRAINING FEE

The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.

ACCOMMODATION

Accommodation is arranged upon request. For reservations contact us through Mobile: +254 732 776 700/+254 759 285 295 or Email: [email protected]