Strategies of Customer Service Management

Course Info

Length: 1 Week

Type: In Classroom

Available Dates

Venue

  • Jan-30-2023

    Istanbul

  • Jan-30-2023

    Singapore

  • Jan-30-2023

    Paris

  • Feb-06-2023

    Zurich

  • Feb-06-2023

    Istanbul

  • Feb-13-2023

    London

  • Feb-13-2023

    Kuala Lumpur

  • Feb-20-2023

    Dubai

  • Feb-20-2023

    Madrid

  • Mar-06-2023

    Istanbul

  • Mar-06-2023

    Amsterdam

  • Mar-13-2023

    Barcelona

  • Mar-13-2023

    London

  • Mar-20-2023

    Dubai

  • Mar-20-2023

    Singapore

  • Mar-20-2023

    Paris

  • Apr-03-2023

    Istanbul

  • Apr-03-2023

    Zurich

  • Apr-10-2023

    London

  • Apr-10-2023

    Kuala Lumpur

  • Apr-17-2023

    Madrid

  • Apr-17-2023

    Dubai

  • May-08-2023

    Istanbul

  • May-08-2023

    Amsterdam

  • May-15-2023

    Barcelona

  • May-15-2023

    London

  • May-22-2023

    Paris

  • May-22-2023

    Dubai

  • May-22-2023

    Singapore

  • June-05-2023

    Istanbul

  • June-05-2023

    Zurich

  • June-12-2023

    London

  • June-12-2023

    Kuala Lumpur

  • June-19-2023

    Madrid

  • June-19-2023

    Dubai

  • July-03-2023

    Amsterdam

  • July-03-2023

    Istanbul

  • July-10-2023

    Barcelona

  • July-10-2023

    London

  • July-17-2023

    Paris

  • July-17-2023

    Singapore

  • July-17-2023

    Dubai

  • Aug-07-2023

    Istanbul

  • Aug-07-2023

    Zurich

  • Aug-14-2023

    Kuala Lumpur

  • Aug-14-2023

    Madrid

  • Aug-14-2023

    London

  • Aug-21-2023

    Dubai

  • Sep-04-2023

    Amsterdam

  • Sep-04-2023

    Istanbul

  • Sep-11-2023

    London

  • Sep-11-2023

    Barcelona

  • Sep-18-2023

    Singapore

  • Sep-18-2023

    Paris

  • Sep-18-2023

    Dubai

  • Oct-09-2023

    Istanbul

  • Oct-09-2023

    Zurich

  • Oct-16-2023

    London

  • Oct-16-2023

    Kuala Lumpur

  • Oct-23-2023

    Dubai

  • Oct-23-2023

    Madrid

  • Nov-06-2023

    Istanbul

  • Nov-06-2023

    Amsterdam

  • Nov-13-2023

    London

  • Nov-13-2023

    Barcelona

  • Nov-20-2023

    Dubai

  • Nov-20-2023

    Singapore

  • Nov-20-2023

    Paris

  • Dec-04-2023

    Zurich

  • Dec-04-2023

    Istanbul

  • Dec-11-2023

    Kuala Lumpur

  • Dec-11-2023

    London

  • Dec-18-2023

    Dubai

  • Dec-18-2023

    Madrid

Course Details

Course Outline

5 days course

Principles for Delivering World-Class Customer Service

  • Course overview and learning goals.
  • How do customers identify good customer service?
  • What are the benefits of supplying world-class customer service?
  • Breakout session: How to utilize customer service to improve customer satisfaction and loyalty.
  • Benchmarking practice: Best and worst ranked customer service firms.
  • Building a good first impression: What do your customers see and hear?
  • Establishing customer service ‘touch points’ to reinforce the “customer experience”
  • The WOW Factor: Going the Extra Mile to enhance customer anticipations.
  • Case study: The Nordstrom method to value customer service.

Developing Effective Communication and Interpersonal Skills

  • The power of nonverbal communication.
  • Practical exercise: The Body Language Quiz.
  • Know to utilize body language to create rapport and build affirmative first impression.
  • Realizing the four customer temperament Styles.
  • Practical exercise: specifying your temperament types.
  • Increasing your active listening skills to reinforce communications.
  • Practical exercise: active Listening Evaluation.
  • Utilize questioning strategies to specify a customer’s anticipations and service needs.
  • Identifying your customer’s “preferred learning style”.
  • Essentials to successful telephone and voicemail communication.

Principles of Superior Customer Service and Organisational Procedures

  • Ask yourself does the ‘customer experience’ stand with your organisation’s vision/mission statement?
  • Identifying inner and outer customer expectation.
  • The benefits of teamwork and common collaboration.
  • Teambuilding and leadership practice.
  • Guidelines for customer and organisational privacy.
  • Dos and don’ts of written and electronic communication
  • Enhancing employees to best serve their customers.
  • Case study: Scandinavian Airlines customer service programme

The Importance of Customer Feedback and Service Recovery

  • Why is it important to encourage customer claims and feedback?
  • Building customer service satisfaction measuring and monitoring standards.
  • The art of servicing your customer in the best possible way.
  • The supervisor ‘s job in service recovery.
  • The art of giving and receiving constructive feedback.
  • Negotiating win-win results.
  • Running emotions through stressful situations.
  • Methods for working with difficult and demanding customers.
  • Practical exercise: Service recovery role-play.

Leading the Way to Customer Satisfaction and Continuous Improvement

  • Your behaviour makes a change.
  • stress-reduction techniques for keeping peak performance.
  • The significance of personal progression.
  • Setting SMART aims for continuous customer service development.
  • Practical exercise: prepare your Action Plan.
  • Course review.

Course Video