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Customer Service and Phone Etiquette

Delivering a valuable and differentiated experience for customers is essential to any organization’s strategy for growth and business survival. Consumers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. In order for organizations to create and sustain competitive advantage there needs to be a clear strategy in place that meets their customers’ demands and expectations.

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.

AIMS – By the end of this seminar you will be able to:

  • 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.

Course OUTLINE

 Understanding your Organization: Its Role and Purpose

  • The role and purpose of organizations
  • The influence of corporate governance
  • The ethical stance of organizations
  • The power and influence of stakeholders
  • The organization’s cultural context
  • Understanding the organization’s paradigm

 Defining Excellent Customer Service 

  • Understanding ‘customers’ and ‘service’
  • The benefits of excellent customer service
  • What does customer care look like?
  • Who are your customers – now and in the future?
  • Managing expectations of the internal customer as well as the external customer?
  • Projecting the right company image

 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

 Building Customer Expectations

  • Appreciate That Customer Satisfaction Is Based on Perceptions
  • Identify Your Customers’ Top Two Expectations
  • Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations
  • Managing Customer Expectations by Personality Style
  • Understand Yourself and Your Own Personality Style
  • Understand and Identify the Personality Styles of Others

 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

 Proper Communication Etiquette

  • Phone Etiquette
  • Meeting Etiquette
  • Email Etiquette