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

Building Customer Service Organization

ID 763

PR, Marketing & Customer Service Training Courses

course : Building Customer Service Organization

Zurich

Hotel Name
Hotel Meeting Room

07 Jun 2027 : 11 Jun 2027

25 Hours

Training Language : English

5450 USD

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Training Details

Training Methodology

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

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 3 - Applying the Value based Process

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 4 - Ensuring the Continuity of the Value-based Process

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.

The European Quality of Training and Management Consulting relies on advanced methodology in developing skills and enhancing the effectiveness of human resources. The company adopts modern methods to achieve these goals. In order to achieve its objectives, European Quality follows the following steps in a precise and professional manner:

Lectures and Visual Presentations:
- Theoretical lectures are presented through PowerPoint presentations, videos, and short films, providing a comprehensive and enjoyable learning experience.
Scientific Assessment:
- Trainees are thoroughly assessed before and after the training program to ensure the desired objectives are achieved and to provide necessary guidance.
Brainstorming and Role-playing:
- Innovation and problem-solving are encouraged through brainstorming sessions and role playing experiences.
Practical Cases:
- Practical learning is emphasized through cases relevant to the subject matter and the nature of work for the trainees, contributing to the development of practical skills.
Final Evaluation and Certificates:
- A comprehensive assessment is conducted at the end of the program. Trainees are awarded attendance and participation certificates recognized by the European Quality Training and Management Consultancy , provided they have completed at least 80% of the program days.
Training Materials:
- Professional trainers and experts in various fields create scientific and practical training materials, which are printed and retained, and distributed on CD or flash drives to ensure easy access to the content.
Post-Training Follow-up:
- European Quality Training and Management Consultancy provides continuous support after the training program. This support includes additional consultancy sessions or workshops to ensure the continuity of learning and the application of acquired skills in the working environment.
Customized Training Programs:
- Training programs are designed to meet the needs of individual companies and institutions. Client needs are carefully analyzed to ensure that the training content aligns with their specific objectives and achieves the desired impact.
Utilizing Technology:
- Training incorporates modern techniques such as online platforms and distance learning to provide flexible and effective learning experiences. Participants can access educational resources online and engage in discussions and online workshops.
Specialized Trainers:
- Trainers and lecturers are carefully selected to ensure they have high expertise in their fields. Experience and professionalism are added to the training to ensure the delivery of high-quality content and effective learning experiences.
Encouraging Participation:
- European Quality Training and Management Consultancy encourages active participation and interaction during training sessions. Interactive activities such as group discussions and collective exercises are organized to stimulate effective participation in the learning process.
Focus on Personal Transformation:
- Participants are encouraged to think critically and develop problem-solving skills and decision making abilities. They are guided towards achieving personal and professional transformation, leading to improved performance in their work areas.
Continuous Assessment:
- Continuous assessments are provided to evaluate participants performance and their understanding of the training materials. This assessment is used to modify the training program if necessary and ensure the desired results are achieved.
Terms and Conditions:
- Terms and conditions apply to all training programs. It is assumed that registering for any training program implies the participants agreement to these terms, including registration, payment, and cancellation policies.
Prices and Discounts:
- It is noted that the prices displayed on the website do not include a 5% value added tax. All prices are subject to discounts according to the companys policies.

European Quality Training and Management Consultancy of Training and Management Consulting reserves the right to change the location of the training program, change the accredited lecturers for program delivery, hold, or cancel the program in line with the companys vision and program conditions and our quality policy.

European Quality Training and Management Consultancy is certified

ISO 9001-2015

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At European Quality Training and Management Consultancy, we provide high-quality training and consultancy services to develop future leaders. With a team of skilled experts, we tailor programs to meet the needs of public and private sectors, grounded in quality, ethics, and social responsibility. Our client-focused approach ensures professionalism and sustainable outcomes.

European Quality Training and Management Consultancy FZE

REG NO : 13785/2018

VAT NO : 100528683400003

LEI: 98450084C0285A104868

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