Training on Master Class In Customer Service Excellence

Course: Training on Master Class In Customer Service Excellence

Course Date

Onsite fees:

Registration

04/03/2024 To 08/03/2024

1,000 USD
90,000Ksh

https://bit.ly/3RDvz3K

03/06/2024 To 07/06/2024

1,000 USD
90,000Ksh

https://bit.ly/3REdnqD

02/09/2024 To 06/09/2024

1,000 USD
90,000Ksh

https://bit.ly/3RCBBBx

02/12/2024 To 06/12/2024

1,000 USD
90,000Ksh

https://bit.ly/3tdc8VY

 

For more information : https://www.fineresultsresearch.org/training/?courses=business

Contact : +254 732 776 700 / +254 759 285 295

Email : [email protected]

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]

 

PAYMENT

Payment should be transferred to FineResults Research Limited bank before commencement of training. Send proof of payment through the email: [email protected]

 

CANCELLATION POLICY

All requests for cancellations must be received in writing.

Changes will become effective on the date of written confirmation being received.