Good to Great Customer Service - Excellence in Client Relations

Strategies for Excellence: A Comprehensive Customer Relations Training Course

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Good to Great Customer Service - Excellence in Client Relations

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Course Overview:

The course aimed at empowering professionals to deliver excellence in customer service. Our course provides comprehensive customer service training and focuses on the development of essential customer service skills. The importance of customer service training cannot be overstated. Our curriculum is designed with this understanding, emphasizing critical aspects such as professional customer service, quality customer service, and effective customer service strategy. Participants will learn why good customer service training is pivotal to business success and how to apply the best customer service skills in their daily interactions.

Target Audience:

Customer service professionals
Team leaders
Managers and supervisors
Individuals seeking to improve their professional customer service skills
Individuals aiming to provide excellence in customer service

Targeted Organizational Departments:

Customer Service
Sales
Marketing
Human Resources
Management

Targeted Industries:

Retail
Hospitality
Banking
Healthcare
Telecommunications

Course Offerings:

Upon completion of "Achieving Excellence in Customer Service", participants will:

Have undergone quality customer service training
Improved their listening skills in customer service
Understood the important skills for customer service
Learned effective customer service strategies

Training Methodology:

"Achieving Excellence in Customer Service" employs various methodologies, including case studies, group work, interactive sessions, and feedback sessions. We focus on training for customer service, with special emphasis on listening skills in customer service - an often overlooked but critical aspect. Our approach ensures professionals develop the best customer service skills and understand why customer service training is important.

Course Toolbox:

Participants will receive:

Comprehensive workbooks
Access to online resources
A variety of templates and checklists designed to enhance their professional customer service abilities
Unique tools that will serve as a constant resource for the pursuit of excellence in customer service

Course Agenda:

Day 1: Introduction to Customer-Centric Culture

Topic 1: Power Shift in the Business Landscape towards Customer Centricity
Topic 2: Identifying and Addressing the Main Concerns of a Customer-Centric Organization
Topic 3: Building a Robust Customer Centricity Model
Topic 4: Introduction to Agile Service Concepts
Topic 5: Developing a Customer Centric Thinking Approach
Topic 6: Facilitating Client's Involvement in Decision Making
Topic 7: Incorporating the Customer's Perspective into the Strategy Map

Day 2: Building A Customer Communication Strategy

Topic 1: Developing Effective Communication Skills: The Basics
Topic 2: The Art of Communication: Advanced Techniques
Topic 3: Effective Listening: Understanding the Silent Language
Topic 4: Communicating with Clients: Building Trust and Understanding
Topic 5: Mastering Personal Persuasion Skills
Topic 6: Drafting a Comprehensive Customer Communication Plan

Day 3: An Agile Customer Service Approach

Topic 1: Delivering Agile Customer Service with Style
Topic 2: Taking the Customer's Perspective: From Transactions to Interactions
Topic 3: Paying Attention to the Details: Enhancing the Customer Experience
Topic 4: Essential Etiquette for Agile Customer Service
Topic 5: Understanding and Applying the Protocols of Customer Service

Day 4: Exposure to Quality Assurance and Quality Control

Topic 1: The Customer Experience Blueprint: Building a Quality Service
Topic 2: Poka Yoke and Mistake Preventions: Aiming for Zero Defects
Topic 3: Quality Control and Workforce Compliance: A Two-Sided Approach
Topic 4: Quality Improvement Cycle and Continuous Improvement: An Ongoing Journey
Topic 5: Getting Acquainted with Key Performance Indicators: Measuring Success
Topic 6: Conducting a Balanced Scorecard Training Session: From Theory to Practice
Topic 7: Developing KPIs for the BSC Customer Perspective: A Strategic View
Topic 8: Connecting the Customer Perspective to the Financial Perspective: Aligning Goals
Topic 9: Conducting a Simple Customer Analysis: The First Step to Improvement

Day 5: Coaching and Developing the Customer Service Force

Topic 1: Understanding the Concept of a Learning Organization: A Strategic Shift
Topic 2: Steps to Create a Learning Organization: From Vision to Reality
Topic 3: Exploring the Advantages of a Learning Organization: Why It Matters
Topic 4: Mastering the Essentials of Coaching: Developing Your Team
Topic 5: Using the Ask-Tell Matrix: Enhancing Communication and Learning
Topic 6: Steps to Coach an Effective Customer Service Force: A Comprehensive Guide
Topic 7: Brainstorming for a More Detailed Customer Experience: A Collaborative Approach
Topic 8: Understanding the Customer Centric Approach: The Key to Success

How This Course is Different from Other Customer Service Courses:

"Achieving Excellence in Customer Relations" is unique because it focuses not just on the basics of customer service but on achieving excellence in every interaction. We understand the importance of good customer service training and ensure that each participant leaves the course equipped to deliver the best customer service skills. Our emphasis on listening skills in customer service sets us apart, as does our detailed focus on the importance of a well-crafted customer service strategy.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center