COURSE COVERAGE

INTRODUCTION

 This training will help you keep customers, build market share and improve the performance of the entire workforce with a superior customer service strategy.  Learn how you can increase your sales by 50% without increasing your marketing budget by capturing, nurturing, retaining, and maintaining your customer relationships. 

  The Rationale 

Many companies missed the mark! Forrester reveals that 80% of companies feel they deliver superior customer service. Only 8% of customers agree so. There’s a way to build a customer service culture for your organisation. Superior customer service is critical to the success of any service organization. This 2-day customer service training course introduces customer service representatives to the fundamental principles, techniques, strategy and service culture required to deliver excellent service. 

Customer service now remains at the core of corporate strategy as competition is fierce, customer taste keeps changing and they are strongly empowered too. A customer service culture training is an essential business investment. There is a direct and strong connection/link between customer service quality – or lack of quality – and money made or lost. 

  Objectives/Benefits 

After attending this workshop, participants would have gained knowledge and practice of: 

• Setting & clarifying Customer Service goals and how to achieve it 
• Building formidable group of loyal customers 
• Demonstrating commitment to customer service attitudes 
• Customer service and company’s future 
• Classifying profitable customers & service each excellently 
• Recording customer retention rate between 90-95% consistently annually 
• Maximize profit for their organizations 
• Providing prompt & courteous services 
• Manage customers’ special request 
• How to deal with an Angry Customers 
• Projecting professional image 
• Appropriate & Correct Telephone Etiquette 
• Professionally handle service failure and recovery strategies 

  Target Audience 

This course is designed for all whose actions, task or decisions affect or relates to customer acquisition, retention and management. They includes but not limited to: 

Entrepreneurs 

Managers/supervisors 

Customer service representatives 

Call centre agents 

Sales/Marketing Staff 

Operations/maintenance staff 

Accounts/finance personnel 

Field Service professionals & managers 

 Delivery Methodologies 

Instructor-led discussions 

Video Case 

Group & Individual Exercises 

Role play 

  Key Coverage/Learning Points 

► Customer Care & Exceptional Customer Service Skills 

► Gaining Customer insights: The Customer Research Methodologies 

► Optimizing the Moment of Truth in Customer Service 

► The Dynamics of Customer Relationship Management 

► Customer Psychology Management 

► Strategic Customer Service 

► Customer Service & Business Development Strategies 

► Customer Service Quality Process 

► Handling Customers Complaints & Techniques for dealing with an angry customer 

► Designing & Managing Customer Service Culture 

► Aligning Customer Service Strategy with Corporate Strategy 

► Customer Insight: Data Mining & CRM 

► Current Trends in Trade Policies & Practices 

► Strategic/Key Account Management Strategies

Duration: 2 days

Class Session : 10:00am – 4:00pm each day including Breakfast and Lunch time

Customize Your Training

This training solution and other training topics from McTimothyAssociates are currently available as residential/in-house option.

Please Note

McTimothy Associates Reserves the right to postpone or cancel a course due to unforeseen circumstances beyond our control. In such cases delegate(s) will be registered for the next run of the Course.