Introduction
Organisations with a customer-focused outlook believe that the businesses long term successes dependent on the organisations commitment to customer satisfaction. Customer Focus requires vigilant integration of various factors that when combined will set the organisation apart from its competitors, attract and keep profitable customers as well as motivate staff and increase productivity. This training course has been designed to teach delegates the fundamental principles, practices and skills required that leading organisations employ to deliver world-class customer service experiences as well as explain the requirements to build a customer focused culture within a department or organisation.
Duration
5 Days
Course Objectives
By the end of the training, the participants should be able to;
- Build a customer focused culture within the department
- Improve performance and customer experience
- How to improve the standards of service delivery
- Operations analysis and streamlining for optimum service level
- How to increase customer satisfaction
- Improving internal services
- Increase staff retention and motivate your workforce
Course Content
Module 1: The Importance of Customer Service
- Understanding customer expectations
- Techniques for exceeding customer expectation
- Implementing benchmarking for competitive measurements
- Assess your organisational structure and its focus on customer service
- Developing a customer service focused infrastructure within your department
Module 2: Improving Customer Service Techniques
- How to deal with customer issues efficiently and effectively
- Six Hat problem solving methodology
- Strategy Modelling top performing customer service representatives
- Conflict and dispute resolution techniques
- Influencing organisational perception
- Building strong client-customer relationships
Module 3: Development
- Encouraging learning within the department
- Developing a long term strategic goal for strong customer service levels
- Learning models for customer service strategies
- Behavioural Modelling
- Neurological Modelling & Planning techniques
- Team work exercises and promoting collaboration
Module 4: Training
- Discuss integral qualities in customer service
- Customer service skills that are transferable to different roles
- The role and importance of the supervisor
- How to reduce staff turnover, motivate and keep your employees
- Encouraging staff input
- Discuss specific examples of customer service situations in their organisations
- Incentive and reward techniques for improving productivity and morale
Module 5: Customer Service Assessment
- The importance of skills training in all major organisations
- Improving customer service skills and keeping up with competition
- Benchmarking techniques
- How to select an appropriate self-development programme
- Coaching methodologies
- Mirroring customer service techniques based on top customer service representatives
- Creating an action plan for implementation within the department
Training Approach
This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.
Tailor-Made Course
This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: training@upskilldevelopment.com Tel: +254 721 331 808
Training Venue
The training will be held at our Upskill Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.
Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant
Certification
Participants will be issued with Upskill certificate upon completion of this course.
Airport Pickup and Accommodation
Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: training@upskilldevelopment.com, +254 721 331 808
Terms of Payment: Unless otherwise agreed between the two parties payment of the course fee should be done 3 working days before commencement of the training so as to enable us to prepare better