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Course Code: SMCS 119
424 Course Visits
Excellence in 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
Online, Virtual $2,150
02
5 Days
Dubai, UAE $4,250
Introduction
Training course introducion / brief
To achieve customer service excellence is to learn about your customers’
preferences and anticipate their needs. After you understand what
customers like, personalize the experience to add the “wow” element to
your service.
Customer Service
Workshop enlighten your team to the customer experience in
a very different way, it let them take a walk-in consumers’ shoes,
understand today’s consumer’s mindset, introduce the principles customer
relation management (crm) management is one of the most important
components for sustenance and growth of an organization, provide the the
participants with effective phone skills techniques, trace the loyalty
loop phases and plan how to map the consumer experience journey ; which
leads to a greater brand recognition, unique reputation and loyal
customers .
Course Objectives
At the end of the training course, participants will be able to
- Identify the basics of Customer service and its impact on today’s competitive market
- Illustrate the latest Challenges that could face companies nowadays
- Recognize the evolution of some important terms in the Customer service world
- Describe the main pillars of “Customer Experience” Indicate the Customer journey mapping steps
- Define The CRM
- Discuss the Importance Of CRM
- Visualize how to implement CRM
- Describe the Phone Structure
- Master the Process of holding Protocols
- Examine What should & Shouldn’t Do through phone calls with Customers
- Implement techniques to Handle Difficult Calls
- Trace the transition that happened recently from Marketing Funnel to Loyalty loop
- Create a Customer Journey plan through the Happiness Makers game
- Plan a set of actions to be done after the workshop through a take-home action plan
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 impact of proper customer service on business revenues
- Customer Service Basics
- Persona: Types of Customers & Segmentation
- Last decade challenges
- Customers become smarter
- Customer experience in the era of AI
- Crucial market competition: your competitor become one click away
- The craving for positive social media reviews
- The Amazon Effect
- Customer Excellence
- Customer Delights
- Internal VS External Customers
- Customer Centricity
- CSAT: Customer satisfaction
- Customer Experience: the proactive approach of Customer service
- Customer Experience Vs User experience
- Voice of Customer
Customer Experience for WOW Factor
- Fast and effortless customer service experience
- Customer Journey
- Brand touchpoints
- The environments the customer experiences Turn CX to your Competitive Advantage
- What is Customer Relationship Management?
- Impact of IT and Globalization on CRM
- Evolution of CRM and Classifications
- The Value Pyramid
- Customer Interaction Cycle
- Customer Profiling and Total Customer Experience
- Goals of a CRM Strategy and Obstacles
- CRM Solutions Map
- Customer Centric Enterprise (CCE)
- Discussing People, Processes and Technology
- CRM in Various Industries
- Misconceptions about CRM
Implementing Customer Relation Management
- Defining the CRM Vision
- Assessing CRM Readiness
- Factors Affecting CRM Implementation
- CRM Implementation Challenges
- Phases of CRM Implementation
- Upgrades and Change Management
- CRM Implementation Pitfalls
- CRM Performance Measurement
WOW Factor Customer Service Phone Skills
- Call Structure
- Greeting/Closing
- Hold Protocols
- Empathy & Handling difficult customers
- Do’s & Don’ts
- Process for how to Handle complaints
The WOW Customer Factor Mapping
- What Customers want: Take a walk in their shoes
- From Touchpoints to Journey
- The principles of mapping customer journeys effectively
- Keeping it simple and actionable
- Prioritizing the most important things
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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