Who Should Attend?
CEOs, Business Owners, Senior Management, and Heads of Department, responsible for creating, leading, and driving, an unbeatable and unique service culture within their organization that will attract new customers and develop customer loyalty.
Course Objectives
- Understand the fundamentals of ‘Customer Experience Management’ as a cross-functional strategy
- Take a deep dive into Customer Loyalty, and understand how to build it
- Know how to map out your ‘Customer Journey’ and use it to improve your service
- Appreciate the importance of gathering customer data, analysing it, and using it effectively
- Learn how to assess your organization’s leadership approach, in relation to service delivery
- Know how to improve, or change, what you measure, in order to drive ‘service excellence’
- Understand how to take ‘best practices’ and make them ‘business as usual’ for your organization
- Examine examples of world-class service and relate them back to your own business
Program Content
DAY ONE
- The Difference Between ‘Customer Service’ And ‘Customer Experience Management’
> ‘Traditional’ Versus ‘Customised’
> What The Text Book Says, But How It Really ‘Works In Practice’ - Why Customers Stay Loyal
> Why Satisfaction Is Not Enough
> Proven Examples Of A Methodology To Measure Loyalty - The Service Excellence Equation
> Building The Big Picture - The ‘Customer Journey’
> Mapping Exercises
> Case Studies - The ‘Service Safari Experience’ – An External Look At Service
> Putting Yourself In The Customer’s Shoes
> Clue Spotting - Review Of Leadership In The Service Context
> How Strong Is Your ‘Service Leadership’?
> Where To Focus
DAY TWO
- Targeting For Service Excellence
> Understand That What Matters To Your Organization May Not Really Matter To Your Customer
> Hitting The Right Balance For A Healthy Customer-Focused Business - Structuring Your Organization To Drive Service Excellence
> Who Makes The Decisions For Your Customers?
> How To Empower, With Limited Risks - Ensuring The Right People Are At The Customer Interface
> The ‘Serving’ Instinct
> How To See It And Harness It
Listening To The Voice Of Your Customer
> Knowing What Your Customers Really Want
> Asking The Right Questions
> Using Data Effectively