Building Customer Service Organization Training Course in Alkhobar | European Quality Training and Management Consultancy

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Cities

Manama

Building Customer Service Organization

763

PR, Marketing & Customer Service Training Courses

Building Customer Service Organization

Manama

Hotel Name
Hotel Meeting Room

05 Jan 25 : 09 Jan 25

25 Hours

2950 USD

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Training Methodology

Introduction

Objectives:

Develop a strategy to build a more proactive, customer centric organization.
Create and shape the organization’s brand promise.
Define customer service excellence – identifying your customers’ values.
Understand how to measure and monitor the customer service experience to support improvements in line with your strategy.
Understand the barriers to delivering a superior customer service at all customer ‘touch points’ within your organization.
Understand how to measure customer service culture within an organization.
Develop a proactive, motivated and empowered customer facing team.
Develop internal processes that support your organization’s service commitment to the customer through the use of diagnostic tools.
Implement the customer service strategy – making change happen.

Who Should Attend?

Customer Service Professionals who are responsible for developing, positioning and designing the customer service strategy to meet the needs of their customers whilst developing a consistent standard of customer service excellence that reflects the organization’s brand

Course Outline

What do You Want Your Customer to Experience?
- What is your current strategy?
- What is your current customer service experience?
- How does the ‘customer experience’ align with business goals?
- Understanding the impact of the experience on customer retention and loyalty
Developing a Customer-centric Culture
- Customers are really everything
- What do your customers really want from your organization? – Why?
- How to meet customer expectations – a shift of paradigm for the workforce
- Top down, bottom up commitment to the customer
How to Measure Strategic Success – Yesterday, Today and Tomorrow
- What does the organization offer the customer? – Do we deliver?
- What do your competitors do? – Better or differently?
- What does the ‘voice of the customer’ confirm?
- What do customers really want?
- What can the organization do to set itself apart from and above the competition?
- Setting agreed customer service standards that deliver the levels and measures
- Ensuring customer retention through excellence in service
- Developing the processes that nurture customer brand loyalty
- Recording and monitoring customer service issues
- Putting in place processes to resolve customer dissatisfaction
Devising a Strategy to Respond to the Voice of the Customer
- Listen, act and deliver on customer needs
- Re-evaluate and realign the customer experience in line with demand
- Using experience to reshape the ‘customer experience’
- Ensuring consistency at every customer ‘touch point’
- Leading and motivating others to deliver superior service levels
A Whole New Branded Experience – ‘CRITIQUE’
- Using customer-centric diagnostic tools to evaluate trends, perceptions and opportunities for performance improvement
- Devising a new strategy to meet customer, shareholder and stakeholder demands and expectations
- Identifying ‘next steps’ to implementing change

Day 1 - Asset Cost Management Introduction

Maintenance & Reliability Best Practices are critical for every successful individual and company. This workshop delivers many practical and new Maintenance and Reliability Best Practices concepts and tools. You will discuss these concepts and practice using practical tools in case studies and discussion groups. The costs associated with equipment downtime and reduced production can be significant. Learning how to effectively manage all aspects of your industrial facility is a must.This workshop is a combination of instructor lead topic areas and class discussions. Interactive discussions will allow you to hear and learn best in class applications relating to maintenance planning and cost management strategies. You will have the opportunity to ask lots of questions in order to consider how best to apply these tools and techniques in your organization.

Day 2 - Laying the Groundwork

Day 3 - Applying the Value based Process

Day 4 - Ensuring the Continuity of the Value-based Process

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