Certified professional : Make a Difference with Premium Customer Service

NAME OF THE COURSE
Certified professional: Make a Difference with Premium Customer Service
 
CERTIFICATION
Certified professional: Make a Difference with Premium Customer Service
 
COURSE OVERVIEW
This subject focuses on essential knowledge, skills and techniques required to provide service excellence and management of customer service. These will apply to frontline, internal support centre and contact centre environment. The module will also highlight the importance of ownership and empowerment in customer service. The module will study how organizational customer service philosophy impacts the entire customer service cycle.
 
Objectives
  • The subject aims to equip the students with the skills and knowledge to:
  • Practice the fundamentals of excellent service.
  • Develop ownership for the outcomes of service encounters.
  • Understand organisational customer service philosophies and culture as well as its impact on the customer service cycle.
 
TRAINING DURATION
Total Training Hours : 10-14 Hours
Training Duration      : 2 Days
Total Training  Days  : 1-2 Working Days
 
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
 
CERTIFICATION
Globally recognized certificate from “Kings Global Career Academy”
 
TEST
No
 
LEARNING AIDS
Yes
 
COURSE MATERIAL
Hard & Soft Copies of Study Material
 
LANGUAGE OF INSTRUCTION
English
 
INSTRUCTOR HELPLINE
Yes
1. Email
2. Social Media (For Emergency requirements)
 
REGISTRATION REQUIREMENTS
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
 
MODE OF PAYMENT
Cash / Cheque / Credit Card / Bank Transfer.
 
TARGET AUDIENCE
Supervisors
Customer Service Managers
Customer Service Team Leaders and Supervisors
Account Managers
Sales Managers
Marketing Professionals
Customer Service Professionals
Sales Account Managers
Sales Professionals
Function and Department Heads
 
COURSE BENEFITS
  • Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
  • Build a customer-focused culture
  • Lead customer service performance and professionalism in their organisation
  • Improve business performance and the customer’s experience
  • Recruit, train and motivate staff
  • Develop and improve internal service standards
  • Assess internal and external skills-based development programmes
  • ­Key techniques to handle difficult employees.
 
COURSE CONTENTS
 
Day one
 
The business case for customer service excellence
 
  • Why excellence in customer service is a hot business boardroom issue
  • Understanding what your customers expect
  • Benchmarking for competitive success
  • Meeting and exceeding changing customer expectations
  • Assessing your organisational culture for customer service focus
  • Goals
  • Objectives
  • Core foundations for building a customer-centric culture
  • Overcoming obstacles to customer service excellence
 
Day two
 
Improving customer service standards
 
  • Showing your customers you are serious about providing customer service excellence
  • Resolving customer service challenges positively
  • The six hats problem-solving approach
  • Shifting perceptual positions
  • Resolving complaints, disputes and conflict
  • Role modelling top performers in customer service.
  • Moving closer to the customer – rapport skills to build better relationships
 
Day Three
 
Creating a culture of service excellence through continuous learning
 
  • What is a learning organisation?
  • Creating a vision for customer service excellence and continuous learning in your organisation
  • Applying continuous learning strategies to customer service excellence
  • Planning for change – using the Neurological levels model
  • Leading by example – teaching others through behavioural excellence
  • There is no failure only feedback – moving forward for personal and business growth
  • Building teamwork, cooperation and collaboration with colleagues
 
Day Four
 
Hiring for attitude – training for skills
 
  • The importance of a strong value set in customer service delivery excellence
  • Core customer service qualities and competencies
  • The transferability of customer service skills
  • Retaining and motivating your best people
  • Developing staff engagement in the business
  • Understanding the psychological contract and its impact on staff
  • Using rewards and incentives to motivate performance
  • The importance of the team leader/supervisor in frontline staff employment
  • Addressing ‘real-life’ work challenges in customer service excellence
 
Day Five
 
  • Assessing customer service training and development programmes
  • Why skills training is on the boardroom agenda of successful organisations
  • How to develop customer service excellence to compete in a global marketplace
  • What to look for when choosing a skills development or training programme
  • Addressing attitudinal issues in learning
  • Assessing the impact of customer service training in the workplace on the customer, the team and the business
  • High-performance coaching methods for customer service excellence and staff retention
  • Maintaining positivity in the workplace
  • Action planning to take the learning back and develop it further

 

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