This highly interactive Client Service and Retention training course draws upon the very latest thinking, tools and research into customer behaviors and the psychology of buying to enable attendees to fully understand what is required to ensure their customers, whether they be external ‘paying’ customers, or internal ‘colleague’ customers, get the very best experience possible. This training course delves into the precise meaning of value, what it is that customers actually value and what an organization can do to ensure it, perhaps uniquely, can deliver it. Application of the tools and techniques demonstrated on this training course will enable attendees to provide dramatic increases in Customer service, leading to customer retention and increased revenues. It will also show how organizations can fully harness the power of Social Media to augment their brands and create meaningful dialogues with Customers.
Why excellence in customer service is a hot business boardroom issue
Understanding what your customers expect
Benchmarking for competitive success
Understanding that benchmarking is not always the answer
Meeting and exceeding changing customer expectations
Assessing your organizational culture for customer service focus
Core foundations for building a customer centric culture
Overcoming obstacles to customer service excellence
Showing your customers, you are serious about providing customer service excellence
Resolving customer service challenges positively
The six hats problem solving approach
Shifting perceptual positions
Resolving complaints, disputes and conflict
Role modelling top performers in customer service
Moving closer to the customer – rapport skills to build better relationships
What is a learning organization?
Creating a vision for customer service excellence and continuous learning in your organization
Applying continuous learning strategies to customer service excellence
Planning for change – using the Neurological levels model
Leading by example – teaching others through behavioral excellence
There is no failure only feedback – moving forward for personal and business growth
Building team work, cooperation and collaboration with colleagues
The importance of a strong value set in customer service delivery excellence
Core customer service qualities and competencies
The transferability of customer service skills
Retaining and motivating your best people
Developing staff engagement in the business
Understanding the psychological contract and its impact on staff
Using rewards and incentives to motivate performance
The importance of the team leader/supervisor in frontline staff employment
Addressing ‘real life’ work challenges in customer service excellence
Understanding Best Practice in Social Media
Others (including Snapchat, e-mail etc.)
How to develop a Social Media Campaign?
Getting found online – effective SEO strategies
Events – Looking them in the eye
Action planning to take the learning back and develop it further
Understand the true meaning of value and how customer service is the key to success
Improve service delivery standards, reflected in higher levels of customer satisfaction and sustainable bottom line profits
Understand how to build a customer focused culture
Learn how to lead customer service performance and professionalism in their organization
Learn how improving customer service will improve business performance and the customer’s experience
Gain the necessary skills to recruit, train and motivate staff
Understand how to develop and improve internal service standards
Use the latest online tools (including Social Media) to create meaningful, enduring and profitable relationships with customers.
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