Description
MANAGING SERVICE EXCELLENCE TRAINING
This workshop provides insights into cultivating a service excellence mindset within teams, emphasizing the creation of a customer-focused culture. It explores techniques to manage customer experiences effectively, highlighting the role of emotions and benchmarking against high-performing organizations.
BY THE END OF THIS COURSE, PARTICIPANTS WILL BE ABLE TO:
- Build a culture of service excellence in your organisation
- Better manage the customer experience by focusing on customers’ emotions
- Establish better-motivated, happier customer service teams
WHAT WILL YOU LEARN
INTRODUCTION TO MANAGING SERVICE EXCELLENCE
- Building a culture of service excellence in your team.
- The 6D’s of creating a customer-focused culture.
- Defining service vision
MANAGING THE CUSTOMER EXPERIENCE
- Aligning Advanced Service with Organizational Goals: Integrating deeper aspects of your organization’s mission and values into customer service.
- Proactive Service Strategies: Anticipating customer needs and exceeding expectations.
- Advanced Service Recovery: Devising and applying sophisticated solutions to common and uncommon complaints.
MANAGING THE SERVICE TEAM
- Finding the best staff.
- Developing engaged and empowered employees.
- Establish better-motivated, happier customer service teams
EVALUATING SERVICE PERFORMANCE
- Types of service performance measures and their benefits.
- Purpose of performance measures.
- Discover how data can be used effectively to improve service.
