Advanced Customer service skills-cell centre

Develop a holistic customer care approach by taking into consideration 7 different aspects of the definition of customer service

Course Methodology

Case studies, self-evaluation exercises, application of service quality tools, video clips with debriefs, oral and written questions resulting in debates, and more are all used in this course in addition to brief consultant and participant presentations.

Course Objectives

By the end of the course, participants will be able to:

  • Develop a holistic customer care approach by taking into consideration 7 different aspects of the definition of customer service
  • Create objectives and programs to maximize internal customer satisfaction
  • Evaluate the design, implementation, and analysis of customer satisfaction surveys
  • Use customer complaints as a springboard for service improvement
  • Write Service Level Agreements (SLAs) to ensure clarity and conformance
  • Assess the service aspect of the organization or department through well-chosen Key Performance Indicators (KPIs)

Advanced Customer service skills-cell centre

Course Outline

  • Defining and appreciating the customer
    • Definition of customer
    • Definition of customer service
    • The internal and external customer
  • Importance of the internal customer
    • The need for motivated employees
    • The need for qualified employees
    • Silo mentality
    • Destroying the silos
  • Customer service as a strategic imperative
    • From ‘suspect’ to ‘partner’
    • Going up the ladder
    • The ‘KANO’ model
      • ‘Basic’ attributes
      • ‘Performance’ attributes
      • ‘Delight’ attributes
    • The customer-centric organization
    • Customer service as a strategic imperative
    • The 7 practices of Customer-centric organization

 

  • Customer satisfaction surveys and other vital tools
    • Understanding your customers
    • Importance of segmentation
    • Principles of customer segmentation
    • Focus groups
    • Customer satisfaction surveys
      • Key terms
      • Major survey methods
      • Questionnaire examples
      • Customer survey guidelines
      • Types of satisfaction surveys
      • Basics of sampling
      • Attributes to measure
      • Customer satisfaction index
    • ‘RATER’ in-depth
    • Service quality (servqual) gaps model
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