Introduction
The way an organization interacts with its customer base directly affects its business growth. Satisfied customers not only visit back to make more purchases, but they also pass on positive recommendations to other prospective customers which improves the future scope of the sale.
Customer service excellence takes basic customer service up a notch and includes not only fulfilling the expectations of a customer but also exceeding those expectations. Organizations that strive for customer service excellence approach customers with a focused modus operandi of satisfying their customers.
Customer service excellence conveys the core values of an organization to its customers and is a deft way of leaving an enduring impact in the minds of the customers. It not only ensures customer retention but also develops abiding customer loyalty.
Course Objectives
On successful completion of Customer Service Excellence Training course, participants shall be able to:
- Read well the needs of the customers and come up with propositions to meet those needs
- Maintain a sustainable long-lasting relationship with its customer base
- Exceed customer expectations by designing personalized experiences for the customer
- Find innovative ways to add value for the customer through customer service
- Develop a better communication channel with customers that provides for an effective feedback system and follow-up
- Recognize customer complaintsas a way to improve their functioning
- Develop an efficient way to measure customer service excellence and evaluate the performance of the sales workforce
- Enhance sales of the company and ensure business growth
- Reduce price sensitivity of customers as loyal customers are willing to pay more for the same product and service
Who Should Attend?
- Senior Marketing Managers/ Marketing Heads
- Customer Relationship Managers/ Relationship Managers
- Customer Service Professionals/ Supervisors/ Team Leaders and Managers
- Sales Professionals, Salesperson
- Sales Analysts
- Start-up Founders, Entrepreneurs
Course Outline
Module 1: Introduction to Customer Service Excellence
- Concept of service excellence
- Benefits of customer service excellence
- Using customer service excellence to build competitive advantage
- Recognizing shift from product-centric to a customer-centric organization
Module 2: Understanding Customer Needs and Expectations
- Customer journey mapping
- Identifying customer expectations before, during and after-sales
- Adding value through customer service
- Customizing customer service
Module 3: Developing Loyalty Programs
- Identifying the loyalty ladder
- Customer loyalty
- Customer lifetime value
- Designing referral programs
- Real-world examples of loyalty programs
Module 4: Enhancing Customer Experience
- Customer experience index
- Customer feedback communication channels
- Use of innovation in enhancing customer experience
Module 5: Developing Customer Service Strategy
- Strengthening sales team
- Using technology: chatbots, data analytics, artificial intelligence
- Multi-channel servicing
Module 6: Elements of Customer Service Excellence
- Developing communicators
- Developing empathy and connect
- Working on response time
- Product knowledge
- Identifying key performance indicators
Module 7: Customer Need Research Methods
- Qualitative methods of recognizing customer needs
- Quantitative methods of recognizing customer needs
Module 8: Developing Service Excellence Culture
- The developing mindset among the team
- Increasing employee engagement through leadership
- Prioritizing on building customer relationships
- Creating accountability team