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Customer Service

Beyond Customer Service: Building a Customer Centric Organisation


Introduction:

Becoming customer-centric is one of the most important aims of any organization. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organizations understand the importance of developing a customer-centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.

Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence.

Targeted Groups:

  • Head of Customer Service
  • Customer Service Managers
  • Customer Service Supervisors
  • Customer Service Professionals

Course Objectives:

At the end of this course the participants will be able to:

  • 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
  • Develop a strategy to build a more proactive, customer-centric organization
  • Analyze and implement the 'best practices' of world-class customer-centric organizations
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Measure and assess how well customer service standards and objectives are being achieved
  • Enhanced communication, persuasion, and conflict resolution skills

Targeted Competencies:

  • Communication skills
  • Leadership skills
  • Technology tools
  • Self-confidence
  • Time management
  • The motivation you require to build strong customer relationships and develop a customer-centric organization

Course Content:

Unit 1: The Building Blocks of a Customer-Centric Organisation:

  • Course overview and learning objectives
  • 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

Unit 2: Developing a Top-Down Customer-Centric Culture:

  • What do customers 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

Unit 3: Responding to The Voice of The Customer:

  • 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 ‘touchpoints’ within your company
  • Practical exercise: List the ways that your organization creates positive ‘touchpoints’ 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

Unit 4: 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

Unit 5: 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
  • Action Plan


UAE (Dubai)
27/6/2021 - 1/7/2021
Euro 2500
UAE (Dubai)
15/8/2021 - 19/8/2021
Euro 2500
UAE (Dubai)
28/3/2021 - 1/4/2021
Euro 2500
UAE (Dubai)
12/12/2021 - 16/12/2021
Euro 2500
Egypt (Cairo)
7/2/2021 - 11/2/2021
Euro 2500
Egypt (Cairo)
27/6/2021 - 1/7/2021
Euro 2500
Egypt (Cairo)
14/11/2021 - 18/11/2021
Euro 2500
Morocco (Casablanca)
5/12/2021 - 9/12/2021
Euro 2500
Jordan (Amman)
21/11/2021 - 25/11/2021
Euro 2500
Jordan (Amman)
18/4/2021 - 22/4/2021
Euro 2500
UK (London)
20/9/2021 - 24/9/2021
Euro 4500
UK (London)
15/3/2021 - 19/3/2021
Euro 4500
UK (London)
28/6/2021 - 2/7/2021
Euro 4500
Egypt (Sharm El-Sheikh)
12/12/2021 - 16/12/2021
Euro 2500
Egypt (Sharm El-Sheikh)
6/6/2021 - 10/6/2021
Euro 2500
Malaysia (Kuala Lumpur)
28/2/2021 - 4/3/2021
Euro 3500
Malaysia (Kuala Lumpur)
18/7/2021 - 22/7/2021
Euro 3500
Malaysia (Kuala Lumpur)
26/9/2021 - 30/9/2021
Euro 3500
Turkey (Istanbul)
28/2/2021 - 4/3/2021
Euro 3000
Turkey (Istanbul)
9/5/2021 - 13/5/2021
Euro 3000
Turkey (Istanbul)
29/8/2021 - 2/9/2021
Euro 3000
Turkey (Istanbul)
7/11/2021 - 11/11/2021
Euro 3000
France (Paris)
11/10/2021 - 15/10/2021
Euro 4500
France (Paris)
5/4/2021 - 9/4/2021
Euro 4500
Switzerland (Geneva)
30/8/2021 - 3/9/2021
Euro 4500
Spain (Barcelona)
26/7/2021 - 30/7/2021
Euro 4500
Spain (Barcelona)
19/4/2021 - 23/4/2021
Euro 4500
Spain (Barcelona)
29/11/2021 - 3/12/2021
Euro 4500
Italy (Rome)
17/5/2021 - 21/5/2021
Euro 4500
Italy (Rome)
15/11/2021 - 19/11/2021
Euro 4500
Manama (Bahrain)
10/10/2021 - 14/10/2021
Euro 2500
Oman(Muscat)
30/5/2021 - 3/6/2021
Euro 2500
Kuwait (Kuwait)
31/1/2021 - 4/2/2021
Euro 2500
Spain (madrid)
19/7/2021 - 23/7/2021
Euro 4500
Spain (madrid)
8/2/2021 - 12/2/2021
Euro 4500
USA (Boston)
8/2/2021 - 12/2/2021
Euro 5000
Netherlands (Amsterdam)
26/4/2021 - 30/4/2021
Euro 4500
Netherlands (Amsterdam)
29/11/2021 - 3/12/2021
Euro 4500
Canada (Toronto)
1/3/2021 - 5/3/2021
Euro 5000
Germany (Munich)
1/11/2021 - 5/11/2021
Euro 4500
Online
29/8/2021 - 2/9/2021
Euro 1250
Online
24/1/2021 - 28/1/2021
Euro 1250
Online
13/6/2021 - 17/6/2021
Euro 1250
Online
10/10/2021 - 14/10/2021
Euro 1250
Online
31/1/2021 - 4/2/2021
Euro 1250