You've seen the ad campaigns that boast, "Customer satisfaction guaranteed." But in today's marketplace, satisfaction isn't enough. This course is designed to take your goals beyond merely satisfying the customer to creating customer loyalty. The training takes aim at outdated modes of thinking, and establishes the building blocks for a service mentality that increases customer commitment, not to mention profits. Learn how to develop service standards and track their effectiveness. Gain new insights and strategies from the corporate masters of customer service. Explore the value of building relationships with customers. Most importantly, by the end of the course you'll be able create your own customer-focused philosophy.
- Recognize the value of learning key factors that constitute the framework of customer service.
- Match the types of service, tangible and intangible, to their corresponding examples.
- Determine whether a sales professional is effectively using non-verbal communication skills, in a given scenario.
- Determine if customer service is provided at all levels within an organization, in a given scenario.
- Identify factors to consider when reviewing customer-service processes, given a scenario.
- Recognize the value of consistently setting and tracking new service standards that result in continuous improvement.
- Identify examples of service standards.
- Identify the strategies that an employee should use to implement a service standard, in a given scenario.
- Identify the questions used when measuring how often standards are met.
- Identify methods for continuous improvement of service standards, given a scenario.
- Recognize best practices and useful tools in providing superior customer service.
- Calculate Lifetime Revenue Per Customer (LRPC), given an example.
- Identify which customer contact points can be better personalized for the customer, in a given scenario.
- Identify the key methods of consistent follow-up, in a given scenario.
- Recognize the benefits of the three steps to your personal service action plan.
- Identify which processes should be evaluated and improved based on customer experiences, in a given scenario.
- Identify the strategies to build customer relationships and improve service, in a given scenario.
- Identify the methods for creating a personal customer service philosophy, in a given scenario.
Front Line Staff, Managers, Team Leaders