Concept
This course is full of best practice tips and techniques that will enable your organization to develop a customer-centric customer service process at every touchpoint.
Are you attracting customers or driving them away without knowing why? This course will help you identify the answers to both questions.
For whom
If you are a customer service manager or customer service process owner, then this course is for you.
It is a highly practical and interactive course designed to help you identify the customer 'touchpoints' in your own organisation that aren’t working and can be improved. It will provide you with a ‘blueprint for success’ to take back to the workplace.
You will also take away a CD containing a Best Practice step-by-step guide for use with others to analyse and improve your current approach to the customer 'touchpoint' management process.
Program
By the end of this course you will be able to:
Analyse your customer service process from end to end.
Make a 360° map of your organisation’s touchpoints.
Identify which customer 'touchpoints' are working and those that are not.
Identify what processes and touchpoints can be improved to add value to your customers' experience.
Use a variety of techniques to develop a customer-focused culture.
Use a proven Best Practice approach making change happen when managing customer complaints.
Pre-course Activity
To gain the maximum benefit from the course, you will be sent a questionnaire to complete which asks you to consider current expectations and challenges that your customers face when doing business with your organisation. It will also ask you to bring examples of any customer service touchpoint metrics that you may have in order that these may be used in the practical sessions.
What will it cover?
The Customer Service Process
Mapping the process end to end
The customers’ experience
Identifying 'value add' steps
A 360° View of Your Organisation
Product, process and value
Customer experience life cycle
Developing the seven steps of the life cycle
Touchpoint Management
Customers’ needs, levers and values
Measuring results
Cause and effect of poor results
Understanding Customer Expectations
‘Right first time’
Adding value
Motivating loyalty and advocacy
Developing a Customer-focused Culture
Aligning people, processes and systems
Thinking like a customer
Deliver bad news fast
Improving Customers’ Experience
Why customers complain
Managing difficult situations
Saying no but retaining customer loyalty
Personal Application Plan
Planning for change
Using the ‘blueprint’ for success
