Knowing how to give exceptional customer service is one of the keys to growing and sustaining a business.
Our customer service training programs and seminars can do everything from helping your organization to establish a service strategy and behavioral standards to teaching your receptionists and other front-line employees how to effectively answer the phone.
Our course facilitators are seasoned speakers, authors, and consultants with extensive experience in customer experience consulting and customer service training.
They have worked with businesses, government groups, associations, and educational institutions of all shapes and sizes in industries such as healthcare, hospitality, automotive services, retail, insurance, banking, oil and gas, and pharmaceuticals.
All of our customer service workshops can be facilitated as described in the program overviews or tailored to address goals and objectives specific to your group.
- Internal and External Customers
- Values, Culture, Behaviour and Other Metrics around Customer
- The journey of Customer Centricity
- Needs of a customer – To be Heard, To be Understood, To Matter, To be Emancipated
- Levels of Customer Centricity – Focused, Driven, Engaged, Inspired
- Customer Life Cycle
- Silos of Customer Experience – Attract, Acquire, Engage, Grow, Retain
- Revenue vs Effort in CLC(Customer Life Cycle)
- Customer Centricity Metrics
- Role and Responsibility- Connecting the dots
- Moments of Truth(MOT) – Zero, First and Second, Ultimate, 360 degree MOT Map
- Why Customer Service is so important?
- Goals of Customer Service
- 5P’s of Service Marketing – Promise, People, Process, Performance, Partner recognition
- Stages of Customer Service – Interested, Invested, Committed, Engaged, Embedded
- Strategy for Service Management
- Where is your organisation today? Functionally aligned, Integrated Decision making, Analytical driven decisioning, Proactive decisioning, Integrated Enterprise Decision Making
- Customer Satisfaction Metrics – Score Request Tally, Turn Around Time Fulfilment, Internal Promise Chart
- All customers are not equally important
- Customer Differentiation Vs Product Differentiation
- The Changing Paradigms of CRM
- Conceptual overview of shift in thinking of customers
- Elements of CRM: Customer Attraction, Customer Acquisition, Customer Analytics
- Integrated approach to CRM
- RFM Methodology – Recency, Frequency, Monetary
- Customer Value Metrics – Wallet Size, Wallet Share
- CRM and Business Intelligence
- Advantage CRM
- What is service recovery?
- Behaviour and Psychology of an irate customer
- Why service recovery?
- Process of service recovery – 6S Model: Suno , Samjho, Sawal, Samjhao, Samadhan, Satisfy
- Best Practices in Service Recovery: Moribund, Reactive, Active Listening, Solicitous, Infused
- Approach to service recovery: Hero, Red Carpet, Empathise, Fix it
- Customer Service Recovery Tool Kit
- Voice Throw, Voice Modulation
- Start dialogue
- Milestones of the call : Call Script and Flowchart
- Short and crisp calls with clear objective. No overkill on phone
- MIS in Telecalling
- Receiving with a smile
- 4S Model – Suno, Samjho, Sampark, Smile
- Use CRM to create MOT (Moment of Truth) for customer.
- Customer Experience Dyads
- Empathy for customer
- Feedback loop on front desk
- There is no tomorrow on the front desk
- The Charter
- The Baptism
- The Practice
- The Audit
- Rewards and Recognitions
Check list for self-assessment of Customer Service Metrics in your organisation
|Employees know each other well||Employees follow a laid down policy for conflict resolution||Employees collaborate to form a team||Decision making is not top centric|
|Job Description||Complaint is a gift||Free time of any employee can be put to use by another||Decision making matrix is defined for key decisions|
|Name||Difference of opinion is a healthy sign||Team targets and incentives exist in the system||Decision making is function based and not hierarchy based|
|Core Competency||Managing difference of opinion is a process||The team spirit is celebrated in the organisation||Wrong decisions are not penalized if made for first time|
|SWOT||Conflict escalation matrix is pre-defined and followed||Group activities are promoted by the company||Repetitive mistakes in decision making is penalised|