Next Generation Customer Service Excellence
24th - 27th February at The Emara Ole Sereni Hotel
What is this about?
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance.
This training on providing good customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.
Introduction
Today, customers have an increasing range of choice:
- 1. Choice of supplier.
- 2. Choice of channel.
- 3. Choice of products and services.
Their loyalty is determined by the quality of the experience they receive.
Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence. Successful organisations understand the importance of developing a customer-centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty
Target competencies
- Customer Orientation
- Self confidence
- Personal accountability
- Persuading others
- Empathic outlook
- Emotional control
Objectives
- Establish the importance of setting and reviewing customer service standards
- Use body language to build trust and rapport face-to-face or over the phone
- 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
- A shared organizational customer-centric service vision
- Enhanced professional image with customer base
- Increased customer retention and revenue growth
- Improved intra / inter departmental communication and teamwork
- A more productive and customer-focused workforce
- Improved conflict resolution skills
- An appreciation for the importance of customer service excellence
- Best Practices of world-class customer service providers
- Enhanced leadership and communication skills
- Increased confidence to work professionally with difficult or upset customers
- The insight to adjust your temperament style to become more versatile, adaptable and highly successful
- Improved time management and goal setting skills to increase productivity
Selma Babic
Management Trainer & Consultant
Access Business Solutions International
A highly motivated individual, acknowledged for sound decision-making abilities, analytical skills, on-going education, logic and reliability. She enjoys new challenges and relishes opportunities to think "outside the box" and provide solutions to problems while continuously performing at highest standards.
Selma is now ABSI’s main Facilitator on soft skills
Who should attend?
- Customer service representatives
- CRM Managers
- Technical and support personnel,
- Brand managers,
- PR professional
- Team managers
- Field service representatives,
- Account managers,
- Credit and billing specialists,
- Small business owners
- Front desk Managers
- Personal Assistants /EA’s
- Branch managers,
- Sales managers,
- Customer service, as well as managers who want customer service training in order to reinforce their skills and train their staffs. Basically anyone who interacts with the customers
What do your customers expect
- Serving Internal and External Customers
- Active Listening and Questioning Skills
- How to Read your Customer’s Body Language?
- Understanding the Four Customer Types
Creating a Customer Service Vision and Strategy
- Steps for Implementing a Customer-centric Service Model
- The Best and Worst Customer Service Providers
- Most Admired Leadership Traits
- Examples of World-class Customer Service Organisations
- The Power of a Positive Attitude; Is your team ready for takeoff?
- Presenting a Professional Appearance
- How to Use Customer Service to Increase Sales and Brand Loyalty?
- Brainstorming for Ideas to improve the “customer experience"
- Why is measuring customer satisfaction important?
- Customer Service Satisfaction Measuring and Monitoring Techniques for giving and receiving Feedback
- Best Practices for Processing Customer Service Issues
- Service Recovery Strategies to Maintain Customer Loyalty
- The Impact of Social Media on Customer Service
- Setting SMART Goals for Continuous Improvement
- Building Employee and Team Motivation
- Coaching and Mentoring Team Members Stress Management Tips and Techniques
- What is your Action Plan?