Cambridge
Academy
In London

Introduction:

Becoming customer-centric is one of the most important aims of any organization. Customer centricity refers to a company's orientation to its customers' needs and behaviors rather than internal drivers, such as the quest for short-term profit. Customers have high expectations and demand quality customer service from companies they choose to do business with. Providing excellent customer service gives an organization a competitive advantage in the marketplace.

The customer-centricity workshop is the critical factor that keeps customers coming back. Successful organizations understand the importance of developing a customer-centric mindset and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.

Today, customers have an increasing range of choices: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates will learn effective customer-centric strategies and best practices to provide world-class customer service excellence.

Understanding Customer-Centricity:

In this course segment, participants will engage in a customer-centricity workshop to reinforce theoretical knowledge with practical exercises, foster the development of customer-centric skills, and apply customer-centric training principles. Interactions within the customer-centricity workshop will focus on how to build a customer-centric culture within the participant's respective organizations.

Course Objectives

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

·        Establish the importance of setting and reviewing customer service standards.

·        Develop an understanding of internal and external customer expectations.

·        Communicate more effectively by utilizing active listening and questioning skills.

·        Demonstrate how to deal with complex or demanding customers professionally.

·        Set SMART objectives and goals to become more productive.

·        Utilize stress management techniques to increase job satisfaction.

·        Develop a strategy to build a more proactive, customer-centric organization.

·        Analyze and implement the best practices of world-class customer-centric organizations.

·        Utilize interpersonal skills as vital tools in the provision of customer service.

·        Measure and assess how well customer service standards and objectives are being achieved.

·        Enhance communication, persuasion, and conflict-resolution skills.

Target Audience

This course is designed for:

·        Head of Customer Service.

·        Customer Service Managers.

·        Customer Service Supervisors.

·        Customer Service Professionals.

Course Outlines:

Day 1: The Building Blocks of a Customer-Centric Organization:

·        Define customer service excellence.

·        What do you want your customers to experience?

·        Practical exercise: Identify specific ways to use customer service to enhance customer loyalty and build employee morale.

·        Learn about five critical steps for implementing a customer-centric service model.

·        Serve your internal customers.

·        First impressions are vital - What do your customers see and hear?

·        Understand your customer's nonverbal communication.

Day 2: Developing a Top-Down Customer-Centric Culture:

·        What do customers want from your organization and why?

·        Does the customer experience align with your organization's business goals and vision/mission statement?

·        What do your competitors do better or differently than you do?

·        Practical exercise: What are the most admired leadership traits?

·        Shape customer expectations - perception versus reality.

·        Case study: Examples of companies that provide world-class customer service.

·        Little things make a big difference - going the extra mile.

·        The four customer personality types.

Day 3: Responding to The Voice of The Customer:

·        Understand the best and worst-rated companies for customer service.

·        Listen, act, and deliver on customer needs.

·        Re-evaluate and realign the customer experience in line with demand.

·        Create favorable customer service 'touchpoints' within your company.

·        Practical exercise: List how your organization creates positive 'touchpoints' to enhance the 'customer experience.'

·        Lead and motivate others to deliver superior service levels.

·        The customer loyalty chain.

·        Develop the processes that nurture customer brand loyalty.

Day 4: Measuring and Monitoring Customer Satisfaction:

·        Why is measuring customer satisfaction important?

·        Why is it critical to encourage customer complaints and feedback?

·        Establish quality customer service satisfaction measuring and monitoring standards.

·        Use customer-centric diagnostic tools to evaluate trends, perceptions, and opportunities for performance improvement.

·        Understand best practices for recording and monitoring customer service issues.

·        Put in place processes to resolve customer dissatisfaction.

·        Learn about practical exercise: Customer service quality control checklist.

·        Understand strategies for working with complex and demanding customers.

Day 5: Leading the Way to Customer Service Excellence:

·        Learn the importance of attitude, teamwork, and professional development.

·        Develop a customer-centric training program.

·        Learn how to set performance goals.

·        Understand contests and employee recognition programs.

·        Coach and mentor strategies.

·        Understand methods to empower and motivate customer service employees.

·        Action plan.