Building an Award-Winning Service Culture

Introduction  

Satisfying our customers is essential, whether they are internal or external customers. To do this we must focus all our activities on delighting our customers; that is becoming Customer-Centric. Organisations understand the values of becoming customer-centric, but the transformation is challenging. The change must start internally, how we work with other employees.

This highly engaging training course demonstrates how to measure the current level of customer centricity by better understanding your customer experiences and requirements; and reinvent your brand and culture to deliver the perfect customer service experience. This will both challenge and excite delegates, inspiring them into action having experienced the power of customer-centric thinking. The training course will also disclose The Building Blocks for a Customer Centric Service Culture and how delegates can strengthen their own customer culture and influence that of other functions. Superb service is delivered by people to people – even in this age of high technology. All delegates will leave the course with a challenging but realistic personal plan to drive a customer centric service culture across their area of responsibility.

Delegates attending EuroMaTech’s Building a Customer-Centric Service Culture training course will develop the following competencies:

• How to measure the level of customer centricity
• What the perfect customer service experience looks like for your customers
• How to utilise Customer Journey Mapping
• Development of Brand Values and Behaviours
• How to Implement the Building Blocks for a Customer Centric Service Culture
• How to perform on-brand through recruitment, training, support and discipline

Objectives

By the end of the course, participants will be able to:

• Define customer service and break it down to its most basic dimensions
• Explain the critical link between 'attitude' and 'technique' in order to consistently deliver an excellent level of service
• Use a variety of tools such as 'gap analysis' and 'RATER' to provide a level of service that is second to none
• Analyse basic behavioural patterns of different customer personalities and the best way to deal with them
• Discuss and practice the techniques of effective communication skills with customers

Who should attend

• Managers, supervisors and customer service staff as well as staff in departments who deal directly with external customers, or whose job is to support other entities or employees inside the organization.

Course Methodology

Following short lectures by the consultant, participants will be asked to join in group discussions, analyze relevant cases, present results and develop plans focusing on the creation of a healthy customer service culture. Video clips, individual and team exercises are also used.

Target Competencies

Outline

The Value and Function Customer Service

• The changing role of the Customer Service Professional
• The Value of a Customer Contact and Effective Contact Management

Customer Service Best Practices

• How to do more with saying less
• How to manage customer expectation
• How to impress the customer with proactive service

Communication Skills

• Skills and Characteristics of Communication
• Vocal Elements
• Active Listening Skills
• Questioning Techniques
• Written responses to Email and Fax Communication

Customer Service Skills

• Understand the importance of customer retention and link to profitability
• Service Level Agreement
• Exceeding Customer Expectations
• Business Severity and Priority Levels
• Customer psychology

Managing Complaints and Difficult Customers

• How to say "NO"
• Impact of Complaints
• Positive Attitude to Complaint
• Strategies to Handle Difficult Customers
• Steps for Effective Complaint Handling
• Dos and Don’ts of Complaint Handling

Pro-Active Checklist

• Know Your Customer and Their Needs
• Going the Extra Mile
• Consultative Service

Knowledge Management

• Best Practices for Capturing and Storing Knowledge
• Common Challenges of Documenting Knowledge
• Extracting Value from Existing Knowledge

Certificates

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

Schedule

  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

 Fees

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