Who should attend
Executives, managers and decision makers who are keen on improving performance by taking their customers to higher levels of satisfaction, as well as customer service managers and supervisors interested in advanced customer service tools.
About the course
This training course in Customer Service is designed to cover the full range of activities involved in the management of client relationships, by providing delegates with a thorough understanding of the effects of poor customer service, as well as with awareness of the link between good customer service and organizational success.
The highly interactive training will enable delegates to generate ideas to make improvements to the way they work with and respond to their customers. In addition, they will develop their leadership and interpersonal skills, by learning how to make a good first impression, develop and maintain ongoing relationships based on trust and high quality communication. Course participants will become better able to handle difficult customers and will learn the importance of team work in customer care.
## Course Objectives
By the end of the program, participants will be able to:
- Develop objectives and programs to maximize customer satisfaction.
- Supervise the design, implementation and analysis of customer satisfaction surveys.
- Conduct customer segmentation exercises and create relevant strategies.
- Write Service Level Agreements (SLAs) to ensure clarity and conformance.
- Control the service aspect of the organization/department through well-chosen KPIs.
- Use customer complaints as a springboard for service improvement.
## Course Outline
Defining and Appreciating the Customer
- Definition of Customer
- Definition of Customer Service
- The Internal and External Customer
Importance of the Internal Customer
- The Need for Motivated Employees
- The Need for Qualified Employees
- Silo Mentality
- Destroying the Silos
The Customer Loyalty Ladder
- From ‘Suspect’ to ‘Partner’
- Going up the Ladder
The Kano Model o ‘Basic’ Attributes
Customer Service as a Strategic Imperative
- The Customer Centric Organization
- Customer Service as a Strategic Imperative
- The 7 Practices of Customer-Centric Organization
Customer Satisfaction Surveys and Other Vital Tools
- Understanding Your Customers
- Importance of Segmentation
- Principles of Customer Segmentation
- Focus Groups
Customer Satisfaction Surveys o Key Terms
Major Survey Methods
Customer Survey Guidelines
Types of Satisfaction Surveys
Basics of Sampling
Attributes to Measure
Customer Satisfaction Index
RATER in Depth
Service Quality (Servqual) Gaps Model
Facts and their Implications
Symptom versus Cause
Root Cause Analysis
Customer Service Recovery
- Failures Do Happen
- The Recovery Paradox
- The Strategic Initiative
- Tactical Activities
- The ‘WOW!’ Factor
Service Level Agreements (SLAs)
Characteristics of Effective SLAs
Key Elements of an SLA
Steps in SLA Development
Quality versus Cost
The Balanced Scorecard and Customer Service
- Monitoring Performance through Key Performance Indicators
- The 4 Perspectives of the Balanced Scorecard
- Impact of the ‘Customer’ Perspective
Key Performance Indicators (KPIs) for Customer Service
- Characteristics of Good KPIs
- Building Customer Service KPIs
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.