Code Date Venue Fees
CS002e 24 - 28 Jun 2018 Dubai - UAE $4,950 Register
CS002e 04 - 08 Nov 2018 Dubai - UAE $4,950 Register
Home » Seminars » Customer Service » Service Quality and Excellence: Beyond Customer Service

Introduction

Becoming customer centric is one of the most important aims of any organisation. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organisation a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organisations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. 

Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic, 5-day training course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation. 

  • Develop a strategy to build a more proactive, customer centric organisation
  • Analyze and implement the 'best practices' of world-class customer centric organisations
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Measure and assess how well customer service standards and objectives are being achieved
  • Enhanced communication, persuasion, and conflict resolution skills

Objectives

By the end of this training seminar, delegates will be able to:

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult or demanding customers in a professional manner
  • Set SMART objectives and goals to become more productive
  • Utilize stress management techniques to increase job satisfaction

Training Methodology

This dynamic 5-day training seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, case studies and breakout sessions. This training seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive training course manual has been designed to be practical, easy to use and facilitate learning. Delegates are provided a comfortable, enlightening learning experience that gives them the latest insights, techniques and best practices to promote long-term customer satisfaction and loyalty.

Organisational Impact

  • A shared organisational customer centric service vision
  • Enhanced professional image with customer base
  • Increased customer retention and revenue growth
  • Improved intra / inter departmental communication and teamwork
  • A highly motivated and customer-focused workforce
  • Increased competency and communication skills

Personal Impact

  • An increased appreciation for their role in helping their organisation achieve customer service excellence
  • Up to date techniques and methods to help them provide world-class customer service
  • Enhanced leadership and communication skills required to excel in their career
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • Improved management performance by learning techniques to empower, motivate, and retain customer service personnel
  • Improved time management skills to become more productive

Who Should Attend?

  • Frontline Customer Service Representatives (CSR)
  • Team Supervisors
  • Department Managers
  • Account Managers
  • Field Service Representatives

Seminar Outline

DAY 1

The Building Blocks of a Customer Centric Organisation

  • Course Overview and Learning Objectives
  • Define Customer Service Excellence
  • What do you want your customer 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 organisation and why?
  • Does the 'customer experience' align with your organisation’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 vs. 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 ‘touch points’ within your Company
  • Practical Exercise: List the ways that your organisation creates positive ‘touch points’ 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
  • What is your Action Plan?
  • Course Review and Feedback

 Assessment

  • Outline two suggestions that you believe would improve the quality of your organisation’s Customer Service Support
  • Outline two examples of how you plan to improve your customer service and “Go the Extra Mile” when rendering service to your internal and external customers
  • Which of the following statements regarding body language is false?
    • Men and women use completely different body language gestures to communicate their emotions
    • Generally speaking, a person’s body language gestures, rather than words, are a much more accurate judge of his or her true feelings
    • Most body language finger gestures don’t always have the same meaning from culture to culture
    • When you “match & mirror” a person’s gestures, you are creating trust and building rapport
  • Which of the following statements regarding customer service is true?
    • It’s OK to hang up on a customer if he or she is being demanding
    • Internal customers are more important than external customers
    • Never send out more than one customer survey per year
    • All of the above are true statements
  •  Which of the following statements regarding temperament styles is true?
    • There are four primary temperament styles
    • All men are born with the same temperament style
    • Women are better listeners than men
    • Men do not show their emotions in public
  •  Which of the following statements is true?
    • The customer is always right
    • The only time you can yell at a customer is if they start yelling first
    • It is a great idea to record all inbound and outbound phone calls to improve service and quality control
    • Closed-ended questions are used to get the customer to open up and talk more

Accreditation

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Service Quality and Excellence:
Beyond Customer Service

an ILM-endorsed title of 'Beyond Customer Service'


Upcoming Dates

Code Date Venue Fees
CS002e 24 - 28 Jun 2018 Dubai - UAE $4,950
CS002e 04 - 08 Nov 2018 Dubai - UAE $4,950

This is an ILM Endorsed training seminar. Optional ILM Endorsed Certification carries an assessment component which contributes to measuring learning impact.

Introduction

Becoming customer centric is one of the most important aims of any organisation. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organisation a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organisations understand the importance of developing a customer centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty. 

Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic, 5-day training course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation. 

  • Develop a strategy to build a more proactive, customer centric organisation
  • Analyze and implement the 'best practices' of world-class customer centric organisations
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Measure and assess how well customer service standards and objectives are being achieved
  • Enhanced communication, persuasion, and conflict resolution skills

Objectives

By the end of this training seminar, delegates will be able to:

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult or demanding customers in a professional manner
  • Set SMART objectives and goals to become more productive
  • Utilize stress management techniques to increase job satisfaction

Training Methodology

This dynamic 5-day training seminar is highly interactive and encourages delegate participation through a combination of group discussion, role-play exercises, case studies and breakout sessions. This training seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive training course manual has been designed to be practical, easy to use and facilitate learning. Delegates are provided a comfortable, enlightening learning experience that gives them the latest insights, techniques and best practices to promote long-term customer satisfaction and loyalty.

Organisational Impact

  • A shared organisational customer centric service vision
  • Enhanced professional image with customer base
  • Increased customer retention and revenue growth
  • Improved intra / inter departmental communication and teamwork
  • A highly motivated and customer-focused workforce
  • Increased competency and communication skills

Personal Impact

  • An increased appreciation for their role in helping their organisation achieve customer service excellence
  • Up to date techniques and methods to help them provide world-class customer service
  • Enhanced leadership and communication skills required to excel in their career
  • Increased confidence in their abilities to work professionally with difficult or upset customers
  • Improved management performance by learning techniques to empower, motivate, and retain customer service personnel
  • Improved time management skills to become more productive

Who Should Attend?

  • Frontline Customer Service Representatives (CSR)
  • Team Supervisors
  • Department Managers
  • Account Managers
  • Field Service Representatives

SEMINAR OUTLINE

DAY 1

The Building Blocks of a Customer Centric Organisation

  • Course Overview and Learning Objectives
  • Define Customer Service Excellence
  • What do you want your customer 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 organisation and why?
  • Does the 'customer experience' align with your organisation’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 vs. 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 ‘touch points’ within your Company
  • Practical Exercise: List the ways that your organisation creates positive ‘touch points’ 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
  • What is your Action Plan?
  • Course Review and Feedback

 Assessment

  • Outline two suggestions that you believe would improve the quality of your organisation’s Customer Service Support
  • Outline two examples of how you plan to improve your customer service and “Go the Extra Mile” when rendering service to your internal and external customers
  • Which of the following statements regarding body language is false?
    • Men and women use completely different body language gestures to communicate their emotions
    • Generally speaking, a person’s body language gestures, rather than words, are a much more accurate judge of his or her true feelings
    • Most body language finger gestures don’t always have the same meaning from culture to culture
    • When you “match & mirror” a person’s gestures, you are creating trust and building rapport
  • Which of the following statements regarding customer service is true?
    • It’s OK to hang up on a customer if he or she is being demanding
    • Internal customers are more important than external customers
    • Never send out more than one customer survey per year
    • All of the above are true statements
  •  Which of the following statements regarding temperament styles is true?
    • There are four primary temperament styles
    • All men are born with the same temperament style
    • Women are better listeners than men
    • Men do not show their emotions in public
  •  Which of the following statements is true?
    • The customer is always right
    • The only time you can yell at a customer is if they start yelling first
    • It is a great idea to record all inbound and outbound phone calls to improve service and quality control
    • Closed-ended questions are used to get the customer to open up and talk more

Quality Logo

GLOMACS is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.

 

All Training Seminars delivered by GLOMACS by default are eligible for CPE Credit.

Quality Logo

GLOMACS is an ILM Approved Centre (Centre ID # 002398A) and offers a number of approved Management and Leadership seminars fully endorsed by ILM as well as ILM Qualifications or VRQs. Participants who intend to obtain ILM Endorsed and Qualification certification (aside from GLOMACS Certificate of Completion) would be required to complete a kind of assessment after the conclusion of any ILM Endorsed Seminar or ILM Qualification or VRQs.



© 2017. Material published by GLOMACS 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.

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Tel : +971 - 04 - 425 0700, Fax : +971 (04) 425 0701, Email : info@glomacs.ae

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