This service quality and excellence training will assist participants to learn and apply the latest scientific and management thinking to the organisation's customer relationships and how to create Blue Oceans of strategic differentiation that makes your customers love you and tell others.
OBJECTIVES
By the end of this training course, the participants will be able to:
- Understand what the true meaning of value is
- Truly understand the mind of the customer; what does he want?
- Learn how to build processes and systems that deliver sustainable and unique customer value over and over again
- Learn how to communicate, using a common, compelling “voice” across multi-channels and media
- Learn how to be compelling and how to create and then capture sustainable value
Who Should Attend?
Managers, Team Leaders, Supervisors, Professionals, Technical Staff, Team Supervisors, Department Managers, Key Account Managers, Account Managers, Field Service Representatives, Brand Managers, Public Relation Professionals, Frontline Customer Service Representatives (CSR)
COURSE OUTLINE
Quality, Value and Customer Experience: What do they want (and why do they want it)?
- Quality is in the Eye of the Payer
- The Pursuit of Value, What is it (really)? How do we create it?
- Inside the Mind of the Customer – Truth and Lies
- Inside the Mind of the Customer – The Irrational Purchaser
- Behavioural Economics – Why (almost) everything you knew about buying and selling is wrong?
- Inside the Mind of the Customer – Why “Do nothing” is such a powerful driver?
- Inside the Mind of the Customer – The Values “Iceberg”
Value Creation, Skills and Tools: How to create relevance, compliance, and value?
- Forensic Questioning Skills
- Active Listening Skills
- Survey Design
- The Science of Persuasion
- Inside the Mind of the Customer – Personality Types
- Communicating Value
Customer Profiling Techniques: They may all be important, but they are not the same
- Market Segmentation Techniques
- Customer Personae
- Account Classification Techniques
- Finding your Client “Voice” by segment
- “Keep them forever” - Customer Lifetime Value (CLV) Analysis
Value Capture: Getting Paid what you are worth
- Building Compelling Value Propositions
- Persuasive Dialogue Techniques
- Getting Your Message Across
- Getting Social – Tools and Techniques for Customer Excellence in a Social World
- Handling Awkward Customers
- Dealing with Difficult Situations
- Building Quantified Brand Propositions
Creating an actionable Customer Service Plan going forward
- Competitor Analysis Techniques
- Situational Analysis Tools
- Effective Customer Research Techniques
- Creating an Actionable, Sustainable Customer Service Plan
- Tools, Methods, Systems and Checklists to Stay on Track
