This customer service excellence course aims to impart insight regarding various tools and techniques used in the corporate world. The course is a pre-requisite for any associate looking to understand the ideology behind customer service excellence and is willing to get well-versed in the same.
COURSE OBJECTIVES
- Read well the needs of the customers and come up with propositions to meet those needs
- Maintain a sustainable long-lasting relationship with its customer base
- Exceed customer expectations by designing personalized experiences for the customer
- Find innovative ways to add value for the customer through customer service
- Recognize customer complaints as a way to improve their functioning
- Develop an efficient way to measure customer service excellence and evaluate the performance of the sales workforce
- Enhance sales of the company and ensure business growth
Who Should Attend?
- Senior Marketing Managers/ Marketing Heads
- Customer Relationship Managers/ Relationship Managers
- Customer Service Professionals/ Supervisors/ Team Leaders and Managers
- Sales Professionals, Salesperson
- Sales Analysts
- Start-up Founders, Entrepreneurs
COURSE OUTLINES
Introduction to Customer Service Excellence
- Concept of service excellence
- Benefits of customer service excellence
- Using customer service excellence to build competitive advantage
- Recognizing shift from product-centric to a customer-centric organization
Understanding Customer Needs and Expectations
- Customer journey mapping
- Identifying customer expectations before, during and after-sales
- Adding value through customer service
- Customizing customer service
Developing Loyalty Programs
- Identifying the loyalty ladder
- Customer loyalty
- Customer lifetime value
- Designing referral programs
- Real-world examples of loyalty programs
Elements of Customer Service Excellence
- Developing communicators
- Developing empathy and connect
- Working on response time
- Product knowledge
- Identifying key performance indicators
Customer Need Research Methods
- Qualitative methods of recognizing customer needs
- Quantitative methods of recognizing customer needs
Developing Service Excellence Culture
- The developing mindset among the team
- Increasing employee engagement through leadership
- Prioritizing on building customer relationships
- Creating accountability team.
