Beyond Customer Service: Building a Customer Centric Organisation

DAY 1

The Building Blocks of a Customer-Centric Organisation

• Course overview and learning objectives

• Define Customer Service Excellence

• What do you want your customers to experience?

• Practical exercise: Identify specific ways to use 'customer service' to enhance customer loyalty and build employee morale

• Five key steps for implementing a Customer-Centric Service Model

• Serving your internal customers

• First impressions are important - What do your customers see and hear?

• Understanding your customer’s nonverbal communication

DAY 2

Developing a Top-Down Customer-centric Culture

• What do customers really want from your organization and why?

• Does the 'customer experience' align with your organization’s business goals and vision/mission statement?

• What do your competitors do better or differently than you do?

• Practical exercise: What are the most admired leadership traits?

• Shaping customer expectations - perception versus reality

• Case study: Examples of companies that provide world-class customer service

• Little things make a big difference - 'going the extra mile'

• The four customer personality types

DAY 3

Responding to the Voice of the Customer

• Case study: Best and worst-rated companies for customer service

• Listen, act, and deliver on customer needs

• Re-evaluate and realign the customer experience in line with demand

• Creating favorable customer service ‘touchpoints’ within your company

• Practical exercise: List the ways that your organization creates positive ‘touchpoints’ to enhance the ‘customer experience’

• Leading and motivating others to deliver superior service levels

• The Customer Loyalty Chain

• Developing the processes that nurture customer brand loyalty

DAY 4

Measuring and Monitoring Customer Satisfaction

• Why is measuring customer satisfaction important?

• Why is it critical to encourage customer complaints and feedback?

• Establishing quality customer service satisfaction measuring and monitoring standards

• Using customer-centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvement

• Best practices for recording and monitoring customer service issues

• Putting in place processes to resolve customer dissatisfaction

• Practical exercise: Customer service quality control checklist

• Strategies for working with difficult and demanding customers

DAY 5

Leading the Way to Customer Service Excellence!

• The importance of attitude, teamwork, and professional development

• Developing a customer-centric training program

• Setting performance goals

• Contests and employee recognition programs

• Coaching and mentoring strategies

• Methods to empower and motivate customer service employees

• Practical exercise: What is your Action Plan?

• What is your Action Plan?