Assessing Customer Service and Quality
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Assessing Customer Service and Quality Course
Introduction:
Shifting towards a customer-centric approach is a crucial objective for any organization. Customer centricity entails aligning the company's focus with the needs and behaviors of its customers, prioritizing their satisfaction over short-term profit-driven motives. Customers today have high expectations and demand exceptional service from the businesses they choose to engage with. Providing excellent customer service not only gives an organization a competitive edge but also fosters customer loyalty, ensuring their continued patronage.
Successful organizations recognize the significance of cultivating a customer-centric mindset and deliberately restructure their customer service model to enhance customer satisfaction and brand loyalty. In today's landscape, customers have a plethora of choices in terms of suppliers, channels, products, and services. Their loyalty is contingent upon the quality of the experience they receive. Hence, this dynamic, five-day course equips customer service professionals with effective strategies and best practices to deliver world-class customer service excellence. Participants will gain valuable communication skills, proficiency in utilizing technology tools, and the motivation required to build strong customer relationships and foster a customer-centric organizational culture.
The course objectives encompass developing a proactive strategy to establish a customer-centric organization, implementing best practices observed in leading customer-centric organizations, leveraging interpersonal skills as essential tools in delivering exceptional customer service, measuring and evaluating the attainment of customer service standards and objectives, and enhancing communication, persuasion, and conflict resolution skills.
Course Objectives:
- By the end of this seminar, delegates 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
Who Should Attend?
- Frontline Customer Service Representatives (CSR)
- Team supervisors
- Department managers
- Account managers
- Field service representatives
Course Outlines:
The Building Blocks of a Customer Centric Organization
- 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
Developing a Top-Down Customer-centric Culture
- What do customers really 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
Responding to the Voice of the Customer
- Case study: 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
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
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
- What is your Action Plan?