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Course Code: SMCS 111
555 Course Visits
Beyond Customer Service
Course Sector:
Sales, Marketing and Customer Service
Course Dates and Locations
Choose a date and location to book your seat
No.
Date
Days
Location
Fees
Enrollment
01
5 Days
Houston, Texas $5,950
02
5 Days
Dubai, UAE $4,250
Introduction
Training course introducion / brief
Customer Service
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
Course Objectives
At the end of the training course, 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
Course Audience
Who is this course for, and can benefit the most
- Sales Executives
- Business Development Executives
- Sales / Marketing Managers
- Account Managers / Relationship Managers
- Sales Directors
- Teachers / Trainers
- Leaders
- Students
- Head of Department
- Art Directors
- HR professional
- Career shifters
- Business Owners / Entrepreneurs
- Social Media Specialist
- SEO Specialist
- Customer Service Officers
Course Outline
The course aims and learning outcomes
THE BUILDING BLOCKS OF A CUSTOMER CENTRIC ORGANISATION
- 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 satisfac
DEVELOPING A TOP-DOWN CUSTOMER-CENTRIC CULTURE
- 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
RESPONDING TO THE VOICE OF THE CUSTOMER
- Case study: 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 ‘touch points’ within your company
Practical exercise: List the ways that your organization creates positive ‘touch points’
- Leading and motivating others to deliver superior service levels
- The Customer Loyalty Chain
- Developing the processes that nurture customer brand loyalty
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
Providers and Associations
Providing the best training services and benefits to our valued clients
Boost certificate of completion
BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.
ENDORSED EDUCATION PROVIDER
Flexible deadlines
Customized dates accordance to your schedule
Shareable Certificate
Earn certificate upon completion
COURSE METHODOLOGY
Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).
At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.
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