To build any successful business, it’s imperative to provide first-class customer service along with creating an effortless service experience and achieving customer loyalty. So, how do we maintain a sustainable competitive edge, make them rave about our services, and cultivate a loyal following?
This program is specially developed with the aim for customer-fronting professionals to enhance their people skills for daily customer interaction and learn how it can become the vehicle that drives up your standards of service. They will be introduced to the benefits of customer relationship management, learn to handle any complaints in a professional manner, explore different models of high-quality customer service strategies to improve skillsets for them to easily acquire and implement immediately. This will be in essence provide a branded customer experience, that will truly differentiate you from the competition. The modules are focused on the key components of customer service excellence which are essential in developing good loyalty and satisfaction beyond the first interaction, the training material is simplified into interactive videos, customer service tips and action plans which can be applied actively in the workplace
Build an outstanding customer-centric organization by applying the right customer management skills!
Topics covered in Foundation Module
- Brand vs Brand Image
- The Components of Customer Service
- Types of Customer Needs
- Customer-Centric Communications
- Rules of Effective Communications
- 5 Types of Customers
- Managing Customer Types
- The Customer Journey
Who Benefits?
- Customer Service Frontliners
- Customer Experience Personnel
- Customer Service Relationship Managers
Key Results
- Identify The Difference Between a Product and a Brand
- Understand Essential Components of Customer Service and Awareness Around your Brand and Business
- Identify Values, Skills, and Essential Behaviors Required for Your Organization to Deliver Unmatched Customer Experience
- Understand the Types of Customer Needs and Define Work Towards Desired State For your Organization to Succeed as Customer-Centric
What some participants have said
‘I understand the techniques to manage difficult customers now, very helpful!”
“This program has given me a different perspective to customer service, I used to take few things for granted in the past, realized the impact it has when we pay attention to small stuff”