Customer Service Excellence Course

EXECUTIVE SUMMARY
This customer service excellence course aims to impart insight regarding various tools and techniques used in the corporate world. The course is a pre-requisite for any associate looking to understand the ideology behind customer service excellence and is willing to get well-versed in the same.

COURSE OBJECTIVES
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
Recognize customer complaints as 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

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 OUTLINES
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

Understanding Customer Needs and Expectations
Customer journey mapping
Identifying customer expectations before, during and after-sales
Adding value through customer service
Customizing customer service

Developing Loyalty Programs
Identifying the loyalty ladder
Customer loyalty
Customer lifetime value
Designing referral programs
Real-world examples of loyalty programs

Elements of Customer Service Excellence
Developing communicators
Developing empathy and connect
Working on response time
Product knowledge
Identifying key performance indicators

Customer Need Research Methods
Qualitative methods of recognizing customer needs
Quantitative methods of recognizing customer needs

Developing Service Excellence Culture
The developing mindset among the team
Increasing employee engagement through leadership
Prioritizing on building customer relationships
Creating accountability team

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