Who should attend
All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction.
It will be especially valuable to those in specific customer service roles.
Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills.
About the course
Whatever the organization, excellent customer service is the basis for sustained success - whether profit making or not-for-profit, all organizations are accountable for their customers’ satisfaction. Whether the customer is external, and purchasing/receiving products or services, or internal, and dependent on colleagues for the provision of information or services, meeting the expectations of customers is key to survival. When there is customer loyalty, the customer retention rate is high and business results tend to follow. Conversely, dissatisfied customers are believed to tell eight to sixteen others by word of mouth about their dissatisfaction, or thousands of others through the internet.
This course will enable participants to meet the ever-increasing needs of their customers. It will show participants how to make a good first impression, and how to develop and maintain ongoing relationships based on trust and high quality communication that will bring long-term success to the organization. The course will use a range of relevant, powerful and motivating activities that draw on participants’ own experiences and that generate ideas to make improvements to the way they work with and respond to their customers.
High standards of customer care are critical to the success of any organization, and executives in customer service are expected to play an important leadership role in implementing company guidelines for interaction with customers.
The Professional Diploma in Customer Service Management (PDCS) would help prepare participants for such a demanding role by offering a comprehensive overview and formal development training of customer service.
## Course Objectives
- Assist the organization to increase maximum performance through improved customer service
- Introduce powerful and flexible tools for use by both individuals and teams within the organization, whatever their previous experience or circumstances.
- Enable participants to become more knowledgeable, effective, and motivated in their roles through the development of customer service skills.
- Focus on key issues and challenges relating to effective customer service.
- Accommodate a range of learning styles, by including a variety of group challenges, practical exercises, opportunities for personal assessment, and presentation of key techniques and strategies.
- Have a better understanding of customers’ needs
- Handle “difficult” customers more effectively and confidently
- Become more customer focused in their work
- Become more aware of the link between good customer service and organisational success
- Learn the importance of team work in customer care
The organisation will:
- Immediately improve customer service levels
- Generate a significant difference in customer perception
- Improve sales results
## Course Outline
CUSTOMER FOCUS ORIENTATION
This Topic will equip participants with the skills knowledge and attitude to become a world-class provider of customer service which will exceed the expectations and delight their customers every time they experience service from them.
It will also provide participants with the motivation not only to put the new methods into practice but to sustain them and thrive on the delight from their customers.
THE WORLD OF CUSTOMER SERVICE EXCELLENCE
Customer service and what it means
Identifying excellence in front-line customer services
What are the services and products that you offer
The role of NLP and Emotional Excellence in customer service
What do your customers say about you and your organization
What do you want your customers to say?
Myths and legends about customer service
ENHANCING YOUR INTERPERSONAL SKILLS
People like people like themselves - how to be liked by the customer
Four customer personality types
Listeners are said to be the best communicators - how to perfect your skills
Questions, questions, questions - if you don’t ask, you won’t find out
What am I saying when I am not speaking - how to read body language signals
The do and don’ts of communicating effectively
How well does your Organization/Department communicate the customer
Service message to your colleagues?
USING & COMMUNICATING CUSTOMER INFORMATION
What exactly Communication is?
The three “Vs”
Interpersonal & communication skills
Ways of core customer communications
E.A.R indicators for customer service communication
Personality types and ways to deal with
Final word & group exercises
HOW TO TURN DIFFICULT SITUATIONS INTO OPPORTUNITIES
Why do customers complain?
Why should we encourage complaints?
The customer loyalty chain
Customer behavioral types and how to deal with them
Understanding and managing emotions
Creative thinking to go that ‘extra mile’
TOTAL CUSTOMERS SATISFACTION
Building and strengthening bonds with customers to create the optimum working relationship
Transforming customer service into complete customer satisfaction
Meeting customer needs and exceeding their expectations
Creating the systems to measure customer service and satisfaction levels
Effective handling of customer complaints for positive outcomes
Designing and implementing a customer service action plan for your business
COMMITMENT & CLIMATE
What is Total Customer Satisfaction
Know your customer
Kinds of customer
Leading from the top
Staff commitment – the key to success
Customer service policy development
Final word & group exercises
ALIGNING OURSELVES WITH OUR CUSTOMERS
Customer partnership pre-requests and rules of creation
Cases in point
Business to business value hierarchy
Customer value process & performance
Competitive difference on value
Final word and group exercises
CUSTOMER SERVICES MINDSET
Customer service definition
Stages of customer services
Dimensions of customer services
The three Rs of customer services
Customer service barriers
Customer service action plan
Customer care team
Establish customer service framework
Service value chain
Final word & group exercises
COMPETENCE, CAPABILITY & EMPOWERMENT OF PEOPLE
Why customer satisfactions start with employee’s satisfaction?
How could we look after our customer better?
Customer awareness / orientation
Types of customer needs
Understanding customers’ expectations and quality service
How do we treat customers
Final word & group exercises
What is customer satisfaction?
Who is the satisfied customer?
The critical component of profitability
Levels of customer satisfaction
Customer satisfaction – main benefits
Customer satisfaction facts
Types of customer satisfaction
Measuring performance & customer satisfaction
Ways of measuring customer satisfaction
Handling customer complaints
Customer interaction pattern
Final word & group exercises
MANAGING CUSTOMER SERVICES
Describe how to use Quality Management tools and methods
Build strong customer relationships
Help influence and set customer expectations
Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
Implement improved people skills to enhance customer service
Improve service to internal customers as well as external customers
Use skills to build effective relationships
INTRODUCING QUALITY MANAGEMENT AND CUSTOMER SERVICES
Introduction to Quality Management
The history of Quality in business
Basic Quality concepts
What is it that Customers want
How can we calculate the total cost of Quality
Customer satisfaction is a perception and can be managed
Setting customer expectations
Changing internal perceptions
Getting closer to customers
Understanding customer needs and expectations
Commitment starts at the top of the organisation
SERVICE QUALITY – TOOLS AND TECHNIQUES
Five steps to Effective Quality Management
Beginning with measurement
Then we need methods of Control
Service Quality Tools & Techniques
Nominal Group Technique
Cause and Effect Analysis
Solution Effect Analysis
MANAGING CUSTOMER EXPECTATIONS
Exceeding customer expectations every time
Determining how to exceed expectations
It’s the little things that matter – increased satisfaction at minimal cost
Asking for feedback on performance
Ongoing evaluation of effectiveness to ensure satisfaction
Maximize the value you deliver
Understanding different customer styles
PEOPLE SKILLS TO DELIVER EXCELLENT CUSTOMER SERVICE
Back to basics – communicating with our customers
Identify Listening Styles for you and your customer
Dealing with Difficult Customers
Understanding Customer Behaviors
Understanding where Anger comes from
Developing Emotional Intelligence
MAKING IT HAPPEN
A look at Quality Management Systems
Producing a Plan of Action
Improving customer Satisfaction in 5 quick steps
CUSTOMER SATISFACTION MEASUREMENT
The role of surveys within a customer loyalty program
How to identify aspects of the service process to be measured through the survey
Critical issues in the construction of valid questions
Alternative question formats and scales
Response rate requirements
How to select your survey sample
Advantages of various survey administration methods, with a particular emphasis on the new electronic survey methods
Methods for analyzing survey data
How to organize and report data for maximum effect
CUSTOMER LOYALTY PROGRAM GOALS AND THE ROLE OF SURVEYING
What is a survey and why conduct one?
The ROI of customer loyalty programs
Customer surveying as bilateral communications
PITFALLS ON THE SURVEY TRAIL
Validity and reliability of the survey instrument
Validity of administration
SURVEY PROJECT MANAGEMENT
Key stages of a survey project: preparing the project plan
Resources: who's on the team
Budget: cost components of a customer surveying project
Schedule: reasonable expectations for total elapsed time
Designing a Survey Questionnaire
Types of surveys:
Specific purpose surveys
Elements of a questionnaire
How to sequence questions
Question formats and when to use them
Multiple choice or categorical
The effects of wording
Testing the survey
ADMINISTERING THE SURVEY
Different types of administration methods and the advantages and disadvantages of each
Postal mail surveys
Surveying "by disk"
Interactive Voice Response (IVR)
Selecting the sample
Determining the sample size and the sample distribution size
Determining the confidence of the results
Ensuring the quality of the administrative process
When and how to use pre-administration notification and follow-up notes
How to increase your response rates
Best practices for collecting and organizing data
ANALYZING & PRESENTING THE RESULTS
Planning for your analysis
Types of analysis: descriptive and multivariate statistics
Analyzing textual data
Preparing your written report
Presenting your findings to management
The best uses of charts and graphs
SURVEY AUTOMATION SOFTWARE
What is survey automation software?
Benefits of using this software
The role of automation software in a survey project
Selecting survey automation software
Pricing of survey automation software
Hidden shortcomings with automation software
Sources of survey automation software
Videos and materials
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.