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Training Course Summary:

As customer expectations for speed, quality and cost have increased, customer service roles have become increasingly demanding. In order to consistently deliver a superior customer experience, effective customer-focused processes need to be in place to ensure the customers' demands and expectations are met efficiently and on time. This one day course is designed to examine your organisation's customer service process in order to identify areas for improvement, to ensure a consistent excellent customer experience is delivered at every customer 'touchpoint'.

Each delegate will be shown how to map their current customer service processes and take away with them a unique process mapping tool for use back in the workplace.

By the end of this course you will be able to:

Review and align your existing customer service process to support the service strategy.
Identify the gaps in your current customer service process.
Understand the impact of a differentiated experience on customers.
Review and evaluate current service processes to ensure the process remains 'customer-centric'.
Put in place continuous improvement processes designed to respond to the ever changing and demanding 'voice of the customer'.
Set customer service levels that will deliver excellence by meeting and exceeding customer expectations and measure performance.
Improve the effectiveness of the customer experience to generate retention and loyalty.

Who Should Attend:

Managers, supervisors and team leaders who are responsible for the continuous improvement of the customer service process in order to deliver an excellent customer service experience, be it to external or internal customers.

Training Course Overview/Content:

Customer-centric Focus

What is your current customer service strategy?
How does your current customer experience match the strategy?
Understanding the impact of the experience on customer retention and loyalty
Helping improve the customer experience across the business
Reviewing Current Processes

Examine the process end-to-end
Define the actual customer experience
Define the customer’s value
Examine existing performance levels
Closing the gap
Processes for Continuous Improvement

Setting agreed customer service standards, levels and measures
Ensuring customer retention through excellence in service
Developing the processes that nurture customer brand loyalty
Recording and monitoring customer service issue
Putting in place processes to resolve customer dissatisfaction
Measuring and monitoring customer service standards
Responding to the Voice of the Customer

Listening, acting and responding to customer needs
Re-evaluate and re-align the customer experience in line with demand
Using experience to re-shape the 'customer experience'
Ensuring consistency at every customer 'touchpoint'
Leading and motivating others to deliver superior service levels
Building customer loyalty
Achieving Excellence in Customer Service

Setting up continuous improvement processes to improve service at every customer 'touchpoint'
Prioritising and planning for yourself and others
Developing effective strategies for yourself and your team