Requirements:To gain the maximum benefit from the course, you will be sent a questionnaire to complete which asks you to consider current expectations and challenges that your customers face when doing business with your organisation. It will also ask you to bring examples of any customer service Touchpoint metrics that you may have in order that these may be used in the practical sessions.
Course suitable for: If you are a customer service manager or customer service process owner, then this course is for you. It is a highly practical and interactive course designed to help you identify the customer Touchpoints in your own organisation that aren't working and can be improved. It will provide you with a 'blueprint for success' to take back to the workplace. You will also take away a CD containing a Best Practice step-by-step guide for use with others to analyse and improve your current approach to the customer 'touchpoint' management process.
The Customer Service Process
- Mapping the process end to end
- The customers' experience
- Identifying value add steps
A 360° Vie- of Your Organisation
- Product, process and value
- Customer experience lifecycle
- Developing the seven steps of the lifecycle
Touchpoint Management
- Customers' needs, levers and values
- Measuring results
- Cause and effect of poor results
Understanding Customer Expectations
- 'Right first time'
- Adding value
- Motivating loyalty and advocacy
Developing a Customer-focused Culture
- Aligning people, processes and systems
- Thinking like a customer
- Deliver bad news fast
Improving Customers' Experience
- Why customers complain
- Managing difficult situations
- Saying 'no' but retaining customer loyalty
Personal Application Plan
- Planning for change
- Using the 'blue print' for success
