Customer Service Management

Organizations which demonstrate a consistent customer service strategy, commitment to investing in a high-performance workforce and customer-focused systems enable extraordinary service delivery and enhanced customer relationships. A company’s most vital asset is its customers. Without them, we could not exist in business. When you satisfy our customers, they not only help your organization grow by continuing to do business with you, but they are more likely to recommend you to friends and associates. This highly interactive and enjoyable program examines in depth how to build lasting rapport with your customers uncovering their needs to build world class customer service in any medium that will:

• Ensure customers will enjoy dealing with you and will do more business
• Show your customers how important you believe they are
• Help you stand out from your competitors
• Make your workplace more enjoyable and so improve staff retention which saves on recruitment and training costs
• Enable many of your customers will become advocates for your business in person and on-line creating word of mouth advertising - the most effective and cheapest kind
• Mean you will retain more of your customers which is cheaper than recruiting new ones

Course Objectives

This program has been designed to help participants develop the vital skills to manage positive customer care. With the knowledge, they will be able to deal with customers effectively, maximize their potential, and exceed their expectations.

By the end of the training participants will be able to:

• Understand the importance, and use of, the telephone, the internet and social media in delivering exceptional customer service
• Identify strengths and weaknesses in the organizations customer care approach.
• Understand the need for customer care skills
• Describe different customer behavior styles
• Clearly understand what exceptional customer care looks like, and develop tactics to demonstrate this level of service
• Understand how to deal effectively with anger, aggression and complaints
• Understand the importance of security and personal security
• Be able to maximize the opportunity given by a complaining customer
• Assess and analyze customer satisfaction.
• Ability to use influencing skills to build long term relationships with key customers

Who Should Attend?

Anyone who provides services, products or information to internal, or external customers including managers responsible for: training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially.

Course Outline

The world of customer service excellence

• Models for managing customer care,
• Identifying how excellence in front-line customer service is delivered and managed
• Assessing the quality of the service that you offer
• The psychology of customer care – an outline.
• Dealing with criticism, controlling anger and aggression
• Excellence in customer service and what it looks like
• Understanding what your customers say about you and your organization
• Concepts of customer care and the customer decision process

Gaining a greater understanding of your company’s service delivery

• Understanding Porters Value Chain - how do you create value for your customers
• The connection between customer service and reputation
• Who are your internal suppliers and customers?
• What are the systems that help you all to deliver excellence to the customer?
• Building lasting rapport with your customers - internal and external
• Creating a lasting first impression
• Step into another person’s shoes to better appreciate their experiences and motivations
• Examining the evidence for investing in excellent customer service

Communication Master Class

• Body language clues that show how others are thinking and responding to you
• Powerful listening and questioning techniques to understand what customers need
• Typical customer behaviour patterns
• Lenses or filters to communication
• Achieving crystal clear communication?
• Communications models
• Choosing communication channels to increase engagement
• Using perceptual positions to understand your customers’ point of view

Managing the delivery of customer service excellence

• Change management of processes, metrics, incentives and skills to deliver the customer experience
• Delivering a next generation customer experience
• Benchmarking to achieve competitive differentiation
• Setting up internal information supply streams that flow through and around the organization
• Knowledge management as a customer service tool
• Using a performance management framework
• Coaching - a tool for self and others
• Influencing exercises
• Developing a customer strategy - planning for an interactive business relationship

Action planning to achieve customer service excellence

• Developing a plan to deliver excellence
• Assertiveness and what it means
• Dealing with difficult people in an assertive way
• Maintaining high standards of customer service
• Embracing change for the good of all
• Presenting your plan to top-tier management
• Personal development planning
• Reviewing the service that you offer and reacting accordingly

Course Methodology

A variety of methodologies will be used during the course that includes:

• (30%) Based on Case Studies
• (30%) Techniques
• (30%) Role Play
• (10%) Concepts
• Pre-test and Post-test
• Variety of Learning Methods
• Lectures
• Case Studies and Self Questionaires
• Group Work
• Discussion
• Presentation

Course Fees

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Timings

Daily Course Timings
08:00 - 08:20       Morning Coffee / Tea
08:20 - 10:00       First Session
10:00 - 10:20       Coffee / Tea / Snacks
10:20 - 12:20       Second Session
12:20 - 13:30       Lunch Break & Prayer Break
13:30 - 15:00       Last Session