Description
Course Summary
Your customers’ experience with your company is paramount to your success. A happy customer will turn into a returning customer, someone who leaves you great reviews and can actually convert others to use your service or purchase your products.
For many companies it’s too easy to focus on the future of the company and forget about the needs and wants of the most important people – your customers.
This course aims to put you one step ahead of your competitors and win new business by assessing your customer journey, reviewing your customer service offering, motivating your customer focused team and removing any pain points that might prevent customer retention.
Throughout the course you will discover practical challenges, discussion forums and video and downloadable content to cover:
- How to understand what you customer needs.
- Prioritising your customer service methods to get the best return on investment.
- Developing compelling social media platforms to keep your customer engaged.
- Creating a culture that lives and breathes customer service excellence.
- How to motivate a team to encourage positivity in the workplace and build a customer focused culture.
- How coaching and developing your staff can help to create buy-in for your overall vision.
- How to become a leader in customer service excellence in your field.
- Assessing your customer performance and how to make positive changes within your organisation.
Course Objectives
This course will support you and your team by:
- Providing your team with enhanced communication skills and negotiation strategies to give the best service to your customers.
- Developing the key elements of body language, active listening and questioning skills to fully understand your customers’ needs.
- Reviewing your customer journey and pinpointing key areas for improvement.
- Utilising the proper service recovery techniques when something goes wrong.
- Understanding how professional customer service maintains brand loyalty and customer retention.
Motivating your team to become passionate about putting the customer first.
Course Content & Outline
1- Why is Customer Service Excellent Important?
- Discovering your customer journey and where things can go wrong.
- Taking a look at competitor organisations and making a comparison.
- Understanding customer expectations and how to meet them.
- How to retain customers.
- Getting the most from your customers using customer service techniques.
2- How to Improve your Customer Service Standards Across Channels
- Using social media campaigns to improve performance. (Incorporating Twitter, LinkedIn, Facebook).
- Reaching out to the customer first.
- Offering more than your customer expects.
- Exceeding your customers’ expectations.
- How to be a role model in your company.
- Omni-channel customer care and it’s benefits.
3- Complaints Handling: How to Effectively Put Problems Right
- How to effectively put errors right.
- Resolving issues with challenging customers effectively.
- Rapport building skills and their importance.
- Effectively asking for and responding to feedback.
- The power of persuasion using Cialdini’s 6 principles.
- The importance of body language in effective communication.
4- Creating a Customer Centric Culture
- Understanding areas for improvement.
- Accepting feedback graciously and acting on it.
- Leading by example.
- Creating structured plans for change and gaining employee buy-in.
- Creating a positive working environment and incentivising success.
5- Coaching, Hiring and Motivation the Right People
- Learning what to look for in the right candidate.
- Assessing transferable customer service skills.
- Motivating your team to love your customers.
- Rewarding customer satisfaction generated by employees.
- Employee communication and it’s benefits.
6- Staying Consistent and Creating Development Opportunities
- Developing consistent training modules to help your employees stay customer focused.
- Understanding how to address employees with the wrong attitude (from a management and peer perspective).
- Moving forward to create money making opportunities using customer service.
- Discovering opportunities to implement SMART Goals and strategies for continuous improvement.
- Looking at what customers might expect in the future and planning ahead.
Who is this training for?
This training course is suitable for all employees of a future-thinking, customer centric business looking to maintain success.
It would benefit:
- Departmental Managers
- Brand Managers
- Senior Managers
- Directors
- Account Managers
- Front Line Customer Service Representatives
- Field Agents
- Entrepreneurs
- Quality Managers
- Customer Analysts
- Social Media Representatives
- Marketing Professionals
Training Methodology
Achieving excellence in customer service requires team collaboration and shared aspirations.
This course pulls on stimulating practical exercises and challenges, real-life scenarios and group discussions to ensure your team are all motivated toward the same goal – making your customers happy.
Excellence in customer service is essential to keep your company moving forward. This course has something for everyone from motivational leaders to frontline service providers, ensuring that everyone puts your customers first.
