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 Beyond Customer Service: Building a Customer Centric Organisation (C8038) QR Code

Beyond Customer Service: Building a Customer Centric Organisation

Overview:

Introduction:

Becoming customer-centric is one of the most important aims of any organization. Customer centricity refers to the orientation of a company to the needs and behaviors of its customers, rather than internal drivers such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Successful organizations understand the importance of developing a customer-centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.

Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products, and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence.

Conference Objectives:

At the end of this conference the participants will be able to:

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult or demanding customers in a professional manner
  • Set SMART objectives and goals to become more productive
  • Utilize stress management techniques to increase job satisfaction
  • Develop a strategy to build a more proactive, customer-centric organization
  • Analyze and implement the 'best practices' of world-class customer-centric organizations
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Measure and assess how well customer service standards and objectives are being achieved
  • Enhanced communication, persuasion, and conflict resolution skills

Targeted Audience:

  • Head of Customer Service
  • Customer Service Managers
  • Customer Service Supervisors
  • Customer Service Professionals

Conference Outlines:

Unit 1: The Building Blocks of a Customer-Centric Organisation:

  • Define Customer Service Excellence
  • What do you want your customer to experience?
  • Practical exercise: Identify specific ways to use 'customer service' to enhance customer loyalty and build employee morale
  • Five key steps for implementing a Customer-Centric Service Model
  • Serving your internal customers
  • First impressions are important - What do your customers see and hear?
  • Understanding your customer’s nonverbal communication

Unit 2: Developing a Top-Down Customer-Centric Culture:

  • What do customers want from your organization and why?
  • Does the 'customer experience' align with your organization’s business goals and vision/mission statement?
  • What do your competitors do better or differently than you do?
  • Practical exercise: What are the most admired leadership traits?
  • Shaping customer expectations - perception versus reality
  • Case study: Examples of companies that provide world-class customer service
  • Little things make a big difference - 'going the extra mile'
  • The four customer personality types

Unit 3: Responding to The Voice of The Customer:

  • Best and worst-rated companies for customer service
  • Listen, act, and deliver on customer needs
  • Re-evaluate and realign the customer experience in line with demand
  • Creating favorable customer service ‘touchpoints’ within your company
  • Practical exercise: List the ways that your organization creates positive ‘touchpoints’ to enhance the ‘customer experience’
  • Leading and motivating others to deliver superior service levels
  • The Customer Loyalty Chain
  • Developing the processes that nurture customer brand loyalty

Unit 4: Measuring and Monitoring Customer Satisfaction:

  • Why is measuring customer satisfaction important?
  • Why is it critical to encourage customer complaints and feedback?
  • Establishing quality customer service satisfaction measuring and monitoring standards
  • Using customer-centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvement
  • Best practices for recording and monitoring customer service issues
  • Putting in place processes to resolve customer dissatisfaction
  • Practical exercise: Customer service quality control checklist
  • Strategies for working with difficult and demanding customers

Unit 5: Leading the Way to Customer Service Excellence:

  • The importance of attitude, teamwork, and professional development
  • Developing a customer-centric training program
  • Setting performance goals
  • Contests and employee recognition programs
  • Coaching and mentoring strategies
  • Methods to empower and motivate customer service employees
  • Action Plan

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