Customer Service Training
Transforming the client experience
Over time, customer service has undergone transformations. The traditional approach of simply managing customer relationships has evolved into a comprehensive experience of an organization's services. Consequently, the service provided must stand out by being as personalized as possible and by integrating all of the customer's expectations. In order to stay abreast of customer service trends, this training will make you aware of and equip you with all the latest developments, attitudes, behaviours and approaches to the customer experience.
Private group
Public Session
In person
Objectives
- Become aware of the importance of the customer experience
- Implement customer service standards
- Implement new business practices in customer service
- Become familiar with the attitudes of the ideal customer service person
- Develop an effective relationship with your customers
Content
1. FROM CUSTOMER SERVICE TO CUSTOMER EXPERIENCE
- Understand the concepts of customer service
- Define the customer experience
- Become aware of the importance of the customer experience
- Understand the current trends in customer service
- Integrate new trends into your service
2. CUSTOMER EXPERIENCE MANAGEMENT
- Become familiar with the concept of the customer journey
- Explain and recognize service standards
- Create a customer journey and service standards
- Understand the differences between phone, email and in-person conversations
- Become aware of the importance of the brand signature
- Create metrics
3. SERVICE PROVIDER ATTITUDES
- Understand the importance of first impressions
- Apply the important elements of first impressions
- Recognize and understand the behaviors and attitudes of an ideal service provider
- Identify the important skills of an ideal service provider
4. EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT
- Become familiar with the different types of clients
- Learn to identify and communicate with client personality types
- Maintain satisfactory relationships with clients
- Listen to customers
- Solve problems with customers
Who should attend?
Any customer service provider and any personnel manager dedicated to customer service.
To maximize training periods, the number of participants is limited to 12 per group.