Un cours intensif de formation professionnelle sur
Advanced Customer Oriented Services
An Integrated System
We currently have no scheduled sessions for this course. If you are interested in running this course, please contact our Training Department at [email protected]
Pourquoi choisir cette formation ?
The Course
It is essential to accurately measure what your customers want and to develop breakthrough strategies to serve their needs. How satisfied are your customers and how does your organisation’s customer satisfaction level compare with that of your competitors? The heart of any organisation can be found beating inside the walls of its customer service department. All the money that a company spends on sales training, marketing research, advertising, and PR initiatives to attract new customers is wasted if they can’t keep them satisfied after the sale. A satisfied customer’s positive “word-of-mouth” endorsement is by far your company’s greatest asset and most effective marketing strategy. Delegates will discover how to use a variety of statistical methods to collect and measure key indicators to identify service quality gaps to improve customer service satisfaction.
Customers have high expectations and demand quality customer service from companies they choose to do business with. 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. This advanced, 5-day training course gives delegates the best practices, communication skills, conflict resolution strategies, and customer satisfaction assessment tools they require to build a customer-centric organisation.
- Advanced measurement tools and statistical assessment methods to sample customer service standards
- Develop conflict resolution skills to work with difficult or angry customers to creating win-win situations
- Enhance communication and persuasion skills to improve customer relations
- Incorporate best practices of customer service satisfaction surveys to build a more proactive, customer-centric organization
- Identify customer segments and service requirements for continuous improvement
The Goals
By the end of this programme, delegates will be able to:
- Use comprehensive statistical measurement methods to sample and analyze customer satisfaction
- Establish the importance of setting and reviewing customer service excellence standards
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with demanding or angry customers in a professional manner
- List goal setting techniques and time management tips to increase productivity
The Delegates
- Customer Service Professionals
- Administrateurs
- HR & Training Professionals
- Professionnels de la finance
- Sales & Marketing Professionals
- Professionnels des relations publiques
The Process
This training course is highly-interactive and encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, and breakout sessions designed to reinforce new skills. The comprehensive course manual has been developed to be practical, easy to use and facilitate learning.
The Benefits
- Improved negotiation and conflict resolution skills
- Improved active listening and questioning skills to enhance communication effectiveness
- The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
- Enhanced goal setting and time management skills to increase productivity
- Renewed confidence in their abilities to work professionally with difficult or upset customers
The Results
- Increased revenue due to higher customer satisfaction
- Improved professional public image with customer base
- Reduced stress and lower turnover of customer service personnel
- Improved intra/inter departmental communication
- Increased customer retention and loyalty
Le contenu du cours
Premier jour
Factors that Build Customer Satisfaction and Loyalty
- The importance of customer service
- Managing customer expectations
- Benchmarking good and bad customer service providers
- Brainstorming ideas to enhance the customer experience
- Customer touch points: Going the Extra Mile to deliver customer service excellence
- Votre attitude fait la différence
- The importance of teamwork and cooperation
- Teambuilding and leadership exercise
Deuxième jour
The Voice of the Customer: Measuring and Monitoring Customer Satisfaction
- The benefits of measuring and monitoring customer satisfaction
- Common mistakes in measuring customer satisfaction
- Best practices for measuring and monitoring customer satisfaction
- Pillars of Customer-Focused Strategy
- Developing active listening and questioning skills to uncover customer expectations and service requirements
- Designing a customer satisfaction survey
Troisième jour
Techniques for Handling Complaints and Working with Angry Customers
- Meilleures pratiques pour l'enregistrement et le suivi des problèmes de service à la clientèle
- Empowering frontline employees to improve customer satisfaction
- The supervisor‘s role in conflict resolution and service recovery
- Strategies for managing emotions during stressful situations
- Principles of persuasion: Negotiating win / win outcomes
- The art of giving and receiving customer feedback
- Service recovery techniques for working with difficult or angry customers
- Customer complaint processing checklist
Quatrième jour
Exceptional Customer Service: Taking Your Organisation from Good to Great!
- Does your organisation’s mission / vision statement reflect a commitment to customer satisfaction?
- Characteristics of customer-centric organisations
- Surmonter les obstacles à la communication sur le lieu de travail
- Serving internal and external customers
- Your customer service is only as good as your worst employee
- Customer service in the new era of social media
- Customer service PR damage control
Cinquième jour
Leading the Way to Superior Customer Service Satisfaction
- Developing a Plan of Action
- Setting SMART Objectives
- Goal setting exercise
- Most admired leadership traits
- Time management tips to improve daily productivity
- Stress management strategies for maintaining peak-performance
- The importance of personal development for continuous improvement
- Course review and assessment
Le certificat
- Certificat d'achèvement AZTech pour les délégués qui assistent au cours et le terminent.
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