| NAME OF THE COURSE |
| Certified professional: Customer Service Development Program |
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| CERTIFICATION |
| Certified professional: Customer Service Development Program |
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| COURSE OVERVIEW |
| Customer service is an emotional and subjective experience. Findings have shown that customer service impacts customers more directly than products do. The dissatisfaction experienced from some aspects of customer service is one of the reasons that drive 90% of customers to switch their services providers. |
| To remain competitive and services-centric, organizations need to design and operate their service using an outside-in approach, beginning with the customer’s perspective. Internally, they continuously enhance the company’s customer service processes, systems, and equip employees with a service mindset and competencies to ensure the delivery of service encounters are positive customer experiences. |
| This workshop walks the participants through the journey of cultivating customer-centric mindsets within an organization. It focuses on understanding customer service needs/expectations, reviewing customer service standards, resources, core service competencies and customer service strategies. It also works on refining their processes and enhancing their skills to the next level of customer service performance. |
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| TRAINING DURATION |
| Total Training Hours : 22 Hours |
| Training Duration : 1 Week |
| Total Training Days : 4-5 Working Days |
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| TRAINING SCHEDULE |
| Weekdays (Sunday to Thursday) |
| Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm) |
| Food & refreshments Included |
| Weekends (Friday & Saturday) |
| Fast Track Sessions: 8 Hours per day (9am to 5pm) |
| Food & refreshments Included |
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| CERTIFICATION |
| Globally recognized certificate from “Kings Global Career Academy” |
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| TEST |
| No |
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| LEARNING AIDS |
| Yes |
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| COURSE MATERIAL |
| Hard & Soft Copies of Study Material |
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| LANGUAGE OF INSTRUCTION |
| English |
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| INSTRUCTOR HELPLINE |
| Yes |
| 1. Email |
| 2. Social Media (For Emergency requirements) |
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| REGISTRATION REQUIREMENTS |
| 1. Passport Copy |
| 2. Curriculum Vitae |
| 3. Passport size photographs |
| 4. Course Fee |
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| MODE OF PAYMENT |
| Cash / Cheque / Credit Card / Bank Transfer. |
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| ELIGIBILITY CRITERIA |
| Customer Service Professionals in the customer service department and company staff who have direct contact with external customers. |
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| COURSE BENEFITS |
- Understand the impact of customer service on customer lifetime value, company branding and business performance
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- Develop the service excellence framework and apply customer service strategies to support and sustain a culture focused on customer service
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- Acquire in-depth customer service knowledge, skills and best practices to manage customers and deliver service excellence
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| COURSE CONTENTS |
- Identify the impacts of customer service on customer profitable relationships, brand image and business sustainability
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- Develop the characteristics and skills of top customer services performers
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- Set a company-wide, customer-focused culture and foster a team approach for serving customers
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- Identify elements of the service marketing triangle, service performance standard and R.A.T.E.R
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- Build customer-valued services and moments of magic that anticipate and exceed the customers’ expectations
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- Manage customer complaints and objections to turn dissatisfied customers into repeat customers
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- Respond to customers with service recovery steps to regain their trust and confidence
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- Close the gaps in customer services processes and systems to regain service excellence
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