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Introduction - 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. |
PROGRAMME OBJECTIVES
Outline
DAY1
The Business Case for Customer Service Excellence
DAY2
Improving Customer Service Standards
Showing your customers you are serious about providing customer service excellence
DAY 3
Creating a culture of Service Excellence through continious learning
Participant Profile
DAY 4
Hiring excellent Customer Service personnel
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DAY5 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
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: