CSP0102 | Delivering Excellence in Customer Service Practices

Start End Duration Venue Fees
06 Jan 2020 17 Jan 2020 2 Weeks Kuala Lumpur $7,300 Register
03 Feb 2020 14 Feb 2020 2 Weeks Istanbul $7,300 Register
15 Mar 2020 26 Mar 2020 2 Weeks Cairo $6,400 Register
05 Apr 2020 16 Apr 2020 2 Weeks Dubai $6,900 Register
11 May 2020 22 May 2020 2 Weeks Barcelona $7,900 Register
08 Jun 2020 19 Jun 2020 2 Weeks Cape Town $9,000 Register
20 Jul 2020 31 Jul 2020 2 Weeks Jakarta $8,000 Register
03 Aug 2020 14 Aug 2020 2 Weeks London $7,900 Register
06 Sep 2020 17 Sep 2020 2 Weeks Alexandria $6,400 Register
12 Oct 2020 23 Oct 2020 2 Weeks Singapore $8,000 Register
02 Nov 2020 13 Nov 2020 2 Weeks Rome $7,900 Register
14 Dec 2020 25 Dec 2020 2 Weeks California $10,000 Register


PROGRAM'S BACKGROUND


Customer focused organizations know that delivering excellence in service does not happen by accident. It requires careful integration of key factors that together set the company apart from competitors, win and retain profitable customers and attract, motivate and keep best staff. In this program delegates will learn the core practices and skills that successful businesses employ to consistently deliver world-class customer service experiences.

This program is designed to be highly interactive, challenging and stimulating. Delegates will learn by a combination of active participation using program materials, case study review, discussion, syndicate group work, skills practice exercises, training videos and exploration of relevant organizational issues. This program synthesizes use of relevant organizational theory and customer service best practice with core communication strategies and skills. You will learn:

›       How delivering excellence in customer service is a way of driving greater return on investment

›       Why business must be aligned around the customer to succeed

›       The role of strong leadership as an aid to decision making on customer service issues

›       How to encourage a philosophy and culture of ‘living and breathing customer service excellence’ in your organization

›       How to ensure you are attracting, motivating and retaining the best people

›       Why skills training and development in staff is essential to excellence in customer service

›       How to use high performance coaching techniques

›       How to encourage positivity in the workplace

PROGRAM'S OBJECTIVES


This Program’s Attendees Will Be More Able To:

›       Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits

›       Build a customer focused culture

›       Lead customer service performance and professionalism in their organization

›       Improve business performance and the customer’s experience

›       Recruit, train and motivate staff

›       Develop and improve internal service standards

›       Assess internal and external skills based development programs

PROGRAM'S ATTENDEES


›       Customer Service Managers

›       Call Center Managers

›       Supervisors

›       Team Leaders

›       Customer Service Representatives

›       Lead Reps and Specialists

›       Sales Managers

›       Sales Professionals

›       Business Owners

›       General Managers

›       Anyone in your organization who needs to know how to turn customer satisfaction into bottom-line results

›       Anyone who has regular customer contact and is responsible for taking care of customers’ orders, requests or problems

›       Customer service providers who want to improve their skills in order to satisfy customers and maximize their long-term value

PROGRAM'S OUTLINE


THE BUSINESS CASE FOR CUSTOMER SERVICE EXCELLENCE

›       Why excellence in customer service is a hot business boardroom issue

›       Understanding what your customers expect

›       Benchmarking for competitive success

›       Meeting and exceeding changing customer expectations

›       Assessing your organizational culture for customer service focus

›       Core foundations for building a customer centric culture

›       Overcoming obstacles to customer service excellence

IMPROVING CUSTOMER SERVICE STANDARDS

›       Showing your customers you are serious about providing customer service excellence

›       Resolving customer service challenges positively

›       The six hats problem solving approach

›       Shifting perceptual positions

›       Resolving complaints, disputes and conflict

›       Role modelling top performers in customer service.

›       Moving closer to the customer - rapport skills to build better relationships

CREATING A CULTURE OF SERVICE EXCELLENCE THROUGH CONTINUOUS LEARNING

›       What is a learning organization?

›       Creating a vision for customer service excellence and continuous learning in your organization

›       Applying continuous learning strategies to customer service excellence

›       Planning for change - using the Neurological levels model

›       Leading by example - teaching others through behavioral excellence

›       There is no failure only feedback - moving forward for personal and business growth

›       Building team work, cooperation and collaboration with colleagues

HIRING FOR ATTITUDE / TRAINING FOR SKILLS

›       The importance of a strong value set in customer service delivery excellence

›       Core customer service qualities and competencies

›       The transferability of customer service skills

›       Retaining and motivating your best people

›       Developing staff engagement in the business

›       Understanding the psychological contract and its impact on staff

›       Using rewards and incentives to motivate performance

›       The importance of the team leader/supervisor in frontline staff employment

›       Addressing ‘real life’ work challenges in customer service excellence

ASSESSING CUSTOMER SERVICE TRAINING & DEVELOPMENT PROGRAMS

›       Why skills training is on the boardroom agenda of successful organizations

›       How to develop customer service excellence to compete in a global marketplace

›       What to look for when choosing a skills development or training program

›       Addressing attitudinal issues in learning

›       Assessing the impact of customer service training in the workplace on the customer, the team and the business

›       High performance coaching methods for customer service excellence and staff retention

›       Maintaining positivity in the workplace

›       Action planning to take the learning back and develop it further

ADDITIONAL DETAILS




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Material published by Pioneers shown here is copyrighted.
All rights reserved. Any unauthorized copying, distribution, use, dissemination; downloading, storing in any medium, transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.
P.O. Box 11111,
Ibn Al-Hakam Square, Helmyat El-Zaytoon, Cairo, Egypt
Tel: 002 01117866099 | 01117864455, Email: info@pioneerscenter.com
 

Benefits to Organization

1. The candidates will become competent, effective and productive on their jobs. This training program is useful for:
        · Competency building where existing employee is promoted or planned to be promoted.
        · Technical knowledge, skills and competencies.
        · Needs and expectations of the stakeholders/ customers both internal and external.
        · Opportunities to exceed stakeholder/ customer expectations.
2. Create a pool of trained manpower that can cost-effectively spread the knowledge to large number of employees inside the organization.
3. Our facilitators often act as mentors for your trained employees and thus provide a most effective way to ensure effective competency development and application by your motivated staff.
4. We adopted a one-to-one approach that can provide more room for your employees to work at their own pace and address individual needs more freely.

Benefits to the Individuals

1. The candidates will gain a multi-discipline understanding of the subject matter.
2. Have an individual action plan to take away that will help the candidates make a difference in their organizations. This will add value to the expertise and experience of the candidates’.
3. Be more able to enhance job satisfaction and reduce wasted time and effort.
4. Ensure that the candidates will know and appreciate the strategic imperatives that drive the organization's efforts in their relevant job area.
5. Be more able to align your roles and job requirements with the organization’s mission and vision.
6. Be more able to meet your deadlines and tasks and successfully complete any scorecard in a timely fashion.

Additional Benefits

1. Good & best industry practices.
2. Checklist approach for ease of understanding and practical application.
3. Latest technologies including information technology, quality assurance and methodology.
4. Quality assurance and quality improvement incorporated in each program.
5. One-to-one approach and small groups will lead to learner-centered environment.
6. Experienced and qualified instructors both academically and in practice.
7. Customized programs to meet and suit individual training needs.
8. Letters of recommendation for the exceptional performers.

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