Master the Art of Delivering Extraordinary Customer Experiences
This highly interactive course provides insights and tools for excellent service delivery to both internal and external customers. Define your vision of service excellence and design a clear process for each phase of the customer engagement cycle. Develop critical skills in the competencies needed to create an extraordinary service experience.
Takeaways
- Master the five phases of every client engagement experience
- Establish new standards of service excellence
- Align your service delivery with your customer’s engagement needs
- Incorporate service “extras” into the customer experience
- Apply a four-step resolution process to alleviate customer concerns
- Move customers off positions and into solutions
- Respond to difficult customers and emotionally charged situations
Course Content
- Standards of service excellence as they relate to your business: what do your customers expect from you?
- Professional attitudes, aptitudes and actions that support every outstanding engagement experience
- Raising the service bar: bridging the gap between current and desired service standards, establishing an implementation strategy
- The initial contact phase of customer engagement: operational, environmental and experiential elements of customer service excellence, getting off on the right foot
- The assessment phase: honing your questioning, active listening and observation skills to generate a deeper understanding of the customer’s needs and engagement style
- The service delivery phase: communicating effectively, aligning your message with your customer’s engagement style, strategies for surpassing expectations
- The negotiation phase: responding to dissatisfied or positional customers, uncovering the source of customer fears and frustrations
- The follow-up phase: meaningful ways to stay in touch, tracking customer feedback and refining your service delivery
Audience
This program is designed for anyone with front-line customer engagement responsibility. It is also for managers who supervise service delivery or sales/marketing/business development managers responsible for customer development.
“The class size was perfect so there was a lot of engagement and interaction. This is one of the best courses I’ve ever attended.”
“This is not one of those courses where everything is forgotten a few days later. I can apply everything I learned at my work right now, so I will remember the material for a long time to come.”
How to Apply
Fee: N120, 000 only
Included in program fee*:
- Tuition
- All program materials and supplies
- Completion certificate
- Class-day meals (breakfast, lunch and breaks)
Date: Jul 26 – 28, 2017
Time: 9am – 5pm
Enquiries on Venue and Resource persons:
Contact: braingro@yahoo.com
Or Call 0803-403-4195, 0808-436-9290