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Customer Service
Building Customer Centric Organization BCS
Overview:
Introduction:
This highly engaging training program demonstrates how to measure the current level of customer-centricity by better understanding your customer experiences and requirements; and reinvent your brand and culture to deliver the perfect customer service experience. The training program will also disclose The Building Blocks for a Customer-Centric Service Culture and how delegates can strengthen their own customer culture and influence that of other functions.
Program Objectives:
At the end of this program, the participants will be able to:
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Know how to measure the level of customer centricity how to utilize Customer Journey Mapping.
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Know what the perfect customer service experience looks like for your customers.
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Know the development of Brand Values and Behaviours.
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Know how to Implement the Building Blocks for a Customer-Centric Service Culture.
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Know how to perform on-brand through recruitment, training, support, and discipline.
Targeted Audience:
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Function and Department Heads.
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Supervisors.
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Customer Service Managers and Customer Service Team Leaders and Supervisors.
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Account and Sales Managers.
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Marketing Professionals.
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Customer Service Professionals.
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Sales Account Managers and Sales Professionals.
Program Outlines:
Unit 1:
Understanding Your Customer Experience:
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Defining your current customer service culture and Measuring the level of customer centricity.
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Intuition is not acceptable. Decisions must be made using quantitative data.
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How does your organization rate on customer-centricity? Do your customers agree?
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What does the perfect service experience look like for your customers?
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Customer Journey Mapping – the key to understanding your customer’s experience.
Unit 2:
Reinventing Your Customer Experience:
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Primary and secondary motives for the new culture.
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Vision and Values – empty words?
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Developing Brand Values and Behaviours that determine how you do business with your customers and how your employees are managed
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The path to customer satisfaction, retention, advocacy, and sustained revenue growth.
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Measure customer-centric culture progress against set targets and the Role Modelling the desired behaviors.
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Building and maintaining customer and employee trust.
Unit 3:
The Building Blocks for a Customer-Centric Service Culture:
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Communication.
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Skills.
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Accountability.
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Systems.
Unit 4:
Helping Your Employees to Deliver Superb Service:
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Identify employee competencies that directly reflect brand values.
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Getting the right people in place with the personality to match the desired culture.
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Redesign and conduct recruitment and induction programs that reflect the customer-centric vision, values, and strategies.
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Train, support, reinforce and discipline – soft skills, customer service expectations, and core values.
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Customer-centric workshops facilitated by senior leaders.
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Facilitating cross-functional collaboration.
Unit 5:
Actions for You and Your Team to Become More Customer-Centric:
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Drive a customer experience culture across your area of responsibility.
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Identify and implement significant changes in customer experiences.
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Empower everyone to be a customer service leader and Create customer advocates.
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Develop visual tools to constantly reinforce brand values and behaviors.
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Act on feedback through Service Improvement Action Teams.
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Personal service improvement action plan.