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 Outline

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.