COMPETENCIES IN SERVICE STRATEGY

Live-Online Training: N166,625
Classroom Training: N 247,250
3 - 4 participants: 5% discount
5 or more participants: 10% discount 

(Available also for Customised Training by Duration, Venue & Fee)

Programme Description

A customer service thought process that enables everyone participating in it to contribute to development of strategies regarding:

• Understanding Customer Equity:
• • Customer value proposition
  • Customer bonding
  • Customer mind-share
• What is changing in the business.
• Where opportunities and options exist for the competence enhancement.
• Agreement on service targets and specific actions.

Course Contents

DAY ONE

• The Customer Perspective in the Balanced Scorecard
• The Preliminary Questions:

• • Who are the customers?
  • Who’s bothered about service penalties?

• Personal Attitudes and Customer Service Experience
• Understanding the Eight Customer Types
• Giving Random Experience
• Giving Predictable Experience.

DAY TWO

• Agreement on critical behaviours and customer service issues
• Clarification of how sure employees are of what is expected of them
• Clarification of the benefits accruing to all when the service behaviours is right
• Clarification of the consequences to all of discrepancies in service behavior
• Verification of what obstacles there can be to quality service performance
• Finding out if by structure undesired service behaviours turn out to be rewarding directly or inadvertently
• Checking for skill deficiencies in service delivery
• Checking to see if particular service processes need to or can be redesigned
• Checking on possible conflicting demands
• Looking out to see that some company policies don’t turn out actually to be restrictive in service delivery.

DAY THREE

• Long term relationship management
• Communication skills for customer service:
• • Positive listening habits
  • Eye-contact
  • Body-positioning
  • Life-in-your-voice
  • Telephone manners
  • Equal-treatment
  • Thanking
  • Customer name recall
  • Customer-Feedback.

DAY FOUR

• Service recovery skills
• How service complaints arise
• Auditing service quality
• “Incident Review” as a learning experience
• Customer follow-up.