course | Beyond Customer Service

The Building Blocks Of A Customer-Centric Organisation
 

• Establish the importance of setting and reviewing customer service standards
• Develop an understanding of internal and external customer expectations
• 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

Developing A Top-down Customer-centric Culture
 

• Establish the importance of setting and reviewing customer service standards
• Develop an understanding of internal and external customer expectations
• 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

Responding To The Voice Of The Customer
 

• Case study: Best and worst-rated companies for customer service
• Listen, act, and deliver on customer needs
• Re-evaluate and realign the customer experience in line with demand
• Creating favorable customer service ‘touch points’ within your company

Practical exercise: List the ways that your organization creates positive ‘touch points.
 

• Leading and motivating others to deliver superior service levels
• The Customer Loyalty Chain
• Developing the processes that nurture customer brand loyalty 

Measuring And Monitoring Customer Satisfaction
 

• Why is measuring customer satisfaction important?
• Why is it critical to encourage customer complaints and feedback?
• Establishing quality customer service satisfaction, measuring, and monitoring standards