By the end of this programme, participants will:
- Reconsider Customer Understanding and Service
- Foster a Customer-Focused Organization
- Turn Customer Complaints into Business Opportunities
- Set and Benchmark Customer Service Standards
- Enhance Communication and Conflict Management Skills
- Improve Professionalism in Customer Interactions
DAY 1: Understanding Customers & Service Expectations
- What is a Customer?
- Identifying internal and external customers
- Assessing how customers perceive your organization
- Customer Service Expectations
- Service questionnaire: What services do you provide and receive?
- Understanding customer expectations and service gaps
- Benchmarking Customer Focus
- Setting customer service standards through benchmarking
- Exploring the importance of “zero defects” and continuous improvement
- Customer Orientation & Satisfaction
- Defining customer satisfaction and seeing it from the customer’s point of view
- Speaking the customer’s language and dealing with angry or unreasonable customers
DAY 2: Customer Service Quality & Attitude
- Service Levels & Metrics
- Measuring hard metrics (service levels) and soft metrics (customer satisfaction)
- Handling customer complaints effectively and turning them into loyalty opportunities
- Developing a Customer-Focused Attitude
- Building a customer-focused culture in your team
- Motivating staff and fostering job satisfaction with a customer-first mindset
- Service Quality: Cost, Quality, and Customer Expectations
- The relationship between cost, quality, and customer service
- The “right-first-time” approach and improving employee attitudes toward customer satisfaction
DAY 3: Handling Complaints & Conflict Management
- Customer Complaints: Causes & Solutions
- The importance of handling complaints well and ensuring customer satisfaction
- Techniques for listening actively, understanding problems, and providing solutions
- Conflict Management
- Seeing situations from the customer’s perspective
- Managing conflict effectively and dealing with difficult customers
- Role Play
- Practicing customer and supplier interactions: handling complaints and using good listening and questioning techniques
DAY 4: Building a Customer-Centric Team & Communication
- Creating a Customer-Focused Team
- Setting customer service standards, service levels, and encouraging a customer-care attitude
- Measuring and rewarding success in customer service initiatives
- Effective Communication Skills
- Enhancing communication with customers, especially over the phone
- Overcoming barriers to communication and ensuring professional telephone behavior
- Handling different stages of a customer call: verbal handshake, getting the message, and adding value
DAY 5: Service Excellence & Professionalism
- Making Customer Care Happen
- Discussing the importance of customer care and making life easier for customers
- Choosing to adopt a customer-care attitude across the organization
- Telephone Techniques
- Best practices for professional telephone behavior
- Managing the different stages of a customer call
- Measuring and Maintaining Service Quality
- Key services and service levels
- Customer feedback mechanisms and continuous improvement practices
