Service Quality and Excellence

EXECUTIVE SUMMARY
This service quality and excellence training will assist participants to learn and apply the latest scientific and management thinking to the organisation's customer relationships and how to create Blue Oceans of strategic differentiation that makes your customers love you and tell others. 

OBJECTIVES
By the end of this online training course, the participants will be able to:
Understand what the true meaning of value is
Truly understand the mind of the customer; what does he want?
Learn how to build processes and systems that deliver sustainable and unique customer value over and over again
Learn how to communicate, using a common, compelling “voice” across multi-channels and media
Learn how to be compelling and how to create and then capture sustainable value

Who Should Attend?
Managers, Team Leaders, Supervisors, Professionals, Technical Staff, Team Supervisors, Department Managers, Key Account Managers, Account Managers, Field Service Representatives, Brand Managers, Public Relation Professionals, Frontline Customer Service Representatives (CSR)

COURSE OUTLINE
Quality, Value and Customer Experience: What do they want (and why do they want it)? 
Quality is in the Eye of the Payer
The Pursuit of Value, What is it (really)? How do we create it?
Inside the Mind of the Customer – Truth and Lies
Inside the Mind of the Customer – The Irrational Purchaser
Behavioural Economics – Why (almost) everything you knew about buying and selling is wrong?
Inside the Mind of the Customer – Why “Do nothing” is such a powerful driver?
Inside the Mind of the Customer – The Values “Iceberg”

Value Creation, Skills and Tools: How to create relevance, compliance, and value? 
Forensic Questioning Skills
Active Listening Skills
Survey Design
The Science of Persuasion
Inside the Mind of the Customer – Personality Types
Communicating Value

Customer Profiling Techniques: They may all be important, but they are not the same 
Market Segmentation Techniques
Customer Personae
Account Classification Techniques
Finding your Client “Voice” by segment
“Keep them forever” - Customer Lifetime Value (CLV) Analysis

Value Capture: Getting Paid what you are worth 
Building Compelling Value Propositions
Persuasive Dialogue Techniques
Getting Your Message Across
Getting Social – Tools and Techniques for Customer Excellence in a Social World
Handling Awkward Customers
Dealing with Difficult Situations
Building Quantified Brand Propositions

Creating an actionable Customer Service Plan going forward
Competitor Analysis Techniques
Situational Analysis Tools
Effective Customer Research Techniques
Creating an Actionable, Sustainable Customer Service Plan
Tools, Methods, Systems and Checklists to Stay on Track

Get a 4+1 offer
Register 5 participants on the same course on the same dates at the cost of 4 participants.

Applicable to all open courses

No. of Days:

4