Course name

Excellent Customer Service/Account Management

Course ID

CS201E

Category

Customer Service

Duration

 3 Days

Introduction

Most organizations and the people in them have internal and external customers. Each interaction between those customers has the potential to advance our company and us as individuals, in the eyes of those customers. It is how we manage those interactions which define customer service.

Excellent Customer Service is not an option – it’s essential. In a world where products are similar, the only way to differentiate your offering is service. If we set the standards and then train everyone in the company to stick to them every time they come into contact with a customer, we will differentiate our company from many of our competitors. If we also look to our systems and ensure that they are operating to serve the customer as their first priority, then we will reinforce that differentiation.  

If required, simulations can be provided to enable role play to be filmed and personal DVDs will be issued to each delegate.

Course objectives

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

• To define excellent customer care
• To analyse where we are now
• To understand how we can close the gap
• To formulate strategies for our own company
• To work out ways of monitoring our customer interactions
• To define our internal customers
• How can we serve them better
• To define our internal service providers
• How can we get them to serve us better

Prerequisite

None

Who should attend?

Everyone in the organisation.

Course outline

DAY ONE

Commitment    

• What are your own customer service experiences?
• Hard customer care vs. soft customer care – which is the most important?
• How do these tie in with your own experience?
• Define excellent service – it’s not as easy as it seems
• Emotion, irrationality, feeling
• How would you define your own approach?   
• Where is the gap?
• What values and signals are you giving?
• What are you doing to reinforce/inhibit these?

DAY TWO

Customer Care

• How do we ensure Total Quality of Service across the whole organisation?
• Internal/external customers and internal   service providers – who are they?
• Win/win positions
• What impacts on Customer Care:
• Mission– Image – Culture – Service Delivery
• Systems, Service components where we can really make a difference
• Customers’ Expectations& Customers’ Problems (and their customers’ problems)
• Communication – is that all it is?
• Loyalty Focus – our ultimate goal.  

DAY THREE

Action

• What do I need to do today to answer the following questions? 
• How can I communicate my wish for a win/win solution at every contact?
• What can I do to provide excellent service to all of my contacts?
• What do I need to do to help my ISPs help me          
• How do I communicate?
• What practical help can I give to my customers/ISPs?
• How can I make it easy for my customers/ISPs to complain and how do I turn this potentially negative situation into a positive one?
• How do I personally build loyalty?