Cambridge
Academy
In London

Course Duration: Five Training Days

Course Language: Arabic or English

Include:

-Scientific material with TAB

-Workshops

-Reception and farewell at the airport

-Coffee Break

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.

Targeted Groups:

-Head of Customer Service.

-Customer Service Managers.

-Customer Service Supervisors.

-Customer Service Professionals.

Conference Objectives:

At this customer-centricity conference, the 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.

Targeted Competencies:

By the end of this customer-centricity conference, the target competencies will be able to:

-Communication skills.

-Leadership skills.

-Technology tools.

-Self-confidence.

-Time management.

-Understand your motivation to build strong customer relationships and develop a customer-centric organization.

Conference Content:

Unit 1: The Building Blocks of a Customer-Centric Organisation:

-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.

Unit 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.

Unit 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.

Unit 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.

Unit 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.