Master Class in Customer Service Excellence
Details
INTRODUCTION
Organisations with a customer-focused outlook believe that the businesses long term successes dependent on the organisations commitment to customer satisfaction. Customer Focus requires vigilant integration of various factors that when combined will set the organisation apart from its competitors, attract and keep profitable customers as well as motivate staff and increase productivity. This training course has been designed to teach delegates the fundamental principles, practices and skills required that leading organisations employ to deliver world-class customer service experiences as well as explain the requirements to build a customer focused culture within a department or organisation.
DURATION
5 Days
Outline
TOPICS TO BE COVERED
Module 1
The Importance of Customer Service
- Understanding customer expectations
- Techniques for exceeding customer expectation
- Implementing benchmarking for competitive measurements
- Assess your organisational structure and its focus on customer service
- Developing a customer service focused infrastructure within your department
Module 2
Improving Customer Service Techniques
- How to deal with customer issues efficiently and effectively
- Six Hat problem solving methodology
- Strategy Modelling top performing customer service representatives
- Conflict and dispute resolution techniques
- Influencing organisational perception
- Building strong client-customer relationships
Module 3
Development
- Encouraging learning within the department
- Developing a long term strategic goal for strong customer service levels
- Learning models for customer service strategies
- Behavioural Modelling
- Neurological Modelling & Planning techniques
- Team work exercises and promoting collaboration
Module 4
Training
- Discuss integral qualities in customer service
- Customer service skills that are transferable to different roles
- The role and importance of the supervisor
- How to reduce staff turnover, motivate and keep your employees
- Encouraging staff input
- Discuss specific examples of customer service situations in their organisations
- Incentive and reward techniques for improving productivity and morale
Module 5
Customer Service Assessment
- The importance of skills training in all major organisations
- Improving customer service skills and keeping up with competition
- Benchmarking techniques
- How to select an appropriate self-development programme
- Coaching methodologies
- Mirroring customer service techniques based on top customer service representatives
- Creating an action plan for implementation within the department
Schedules
| Weekdays | 09:00 AM — 05:00 PM |
| Weekdays | 09:00 AM — 05:00 PM |
| No. of Days: | 5 |
| Total Hours: | 8 |
FineResults Research Services offers training solutions to individuals, communities, governments and civil society organizations, both local and international.
We also provide application-oriented and field-based consultancy services in all aspects of research and evaluations from inception to completion. This includes research designs, designing monitoring and evaluations systems, technical reviews, programme evaluations, questionnaire validation, data collection, data capture, data analysis and report writing. FineResults Research Services is a limited company incorporated under the laws of Kenya. Its head office is in Nairobi Kenya.
The organization has a wide range of experience working with both local and international organizations in both consultancies and capacity building in Africa and beyond.
MissionA world class training and research organization for the realization of individuals, organizations and community welfare.
VisionTo provide world class training and research services that increase individuals and organizations productivity in their development role.
Our Value Statement- We cherish partnerships.
- We believe that our Training and Research Solutions can re-energise organisations by creating vision, certainty and strategic intent. ...
Related Courses
