Customer Service Excellence: Tools & Techniques for Customer Retention



- The Internet has changed everything!


This fast moving, highly interactive Customer Service Excellence IACT training course draws upon the very latest thinking, tools and research into customer behaviours and the psychology of buying to enable attendees to fully understand what is required to ensure their customers, whether they be external ‘paying’ customers, or internal ‘colleague’ customers, get the very best experience possible.


This IACT training course delves into the precise meaning of value, what it is that customers actually value and what an organisation can do to ensure it, perhaps uniquely, can deliver it.  Application of the tools and techniques demonstrated on this training course will enable attendees to provide dramatic increases in Customer service, leading to customer retention and increased revenues.  It will also show how organizations can fully harness the power of Social Media to augment their brands and create meaningful dialogues with Customers.

Participants will develop the following competencies:

l  Understand and be able to exploit, the relationship between Price, Quality and Value

l  Understand which activities add value and which destroy it

l  Gain invaluable insights into the workings of the customers mind; how influence works and understand the science of persuasion

l  Develop tools and techniques that will consistently build value and enhance both the customer’s experience and also the organisation’s profits.

l  Learn from best practice examples how to use Social Media to create meaningful, compelling and enduring relationships with Customers.



  • Understand the true meaning of value and how customer service is the key to success
  • Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
  • Understand how to build a customer focused culture
  • Learn how to lead customer service performance and professionalism in their organisation
  • Learn how improving customer service will improve business performance and the customer’s experience
  • Gain the necessary skills to recruit, train and motivate staff
  • Understand how to develop and improve internal service standards
  • Customer service professionals, managers, quality management personnel, voice of the customer analysts
  • All specialists responsible for building and sustaining their company’s reputation for customer service excellence.
  • Marketing Professionals looking to gain and maintain a compelling strategic edge




 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 competive success
  • Understanding that benchmarking is not always the answer
  • Meeting and exceeding changing customer expectations
  • Assessing your organisational 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
  • Moving closer to the customer – rapport skills to build better relationships

 DAY 3

 Creating a culture of Service Excellence through continious learning

  • What is a learning organization
  • Creating a vision of custoer service excellence and continious learning in your organization
  • Applying cntinious learning strategies to customer service excellence
  • Planning for change – using the neurological levels
  • Leading by example – teaching others through behavioural excellence
  • There is no failure only feedback – moving forward for personal and business growth
  • Building team work, cooperation and collaboration with colleagues


Participant Profile

  • Customer  service professionals , managers , quality management personnel, voice of the customer analysts.
  • All specialists responsible for building and sustaining their company’s reputation for customer service excellence.
  • Marketing Professionals looking to gain and maintain a compelling strategic edge

 DAY 4

Hiring excellent Customer Service personnel

  • 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


Let’s Get Social

l  Understanding Best Practice in Social Media

o   Facebook

o   Twitter

o   LinkedIn

l  Others (including Snapchat, eMail etc.)

l  How to develop a Social Media Campaign

l  Getting found online – effective SEO strategies

l  Events – Looking them in the eye

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

Training Methodology:
This interactive training course includes the following training methodologies as a percentage of the total
tuition hours:-
• 30% Lectures, Concepts, Role Play
• 30% Workshops & Work Presentations, Techniques
• 20% Based on Case Studies & Practical Exercises
• 20% Videos, Software & General Discussions


A Certificate of Completion will be issued to those who attend & successfully complete the programme.


  08:30 – 10:15 First Session

 10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

 12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

 14:00 – 15:00 Lunch


 The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: