Course Duration

hours, -day training workshop

Delivery

Face to face training or online training

Course Inclusive

Training materials & certificate of completion

Description

There is no such thing as customer loyalty. In this age of so many choices, organizations need not to focus on customer acquisition but rather how to create RAVING fans!

In this course, participants will learn the importance of having a customer oriented company to thrive in this globally competitive landscape.

ENTRY COMPETENCIES of Participants (Prerequisites):

None

LEARNING OUTCOMES

• Understand the importance of being a wholistic customer centric organization
• Understand a framework to better create value added services
• Develop emotional connection with your customer

COURSE CONTENT

• What is customer service?
• The service profit chain
• Exceeding expectations: a framework to create value proposition
• The service level benchmark
• Motivate your employees to go for the extra mile
• Why ‘The Customer Is Always Right’ Is Wrong
• The organizational integrity advantage

TEACHING METHODS

• Interactive discussion
• Case studies
• Video presentation

EVALUATION METHOD

• Group and individual presentations
• Reflection sessions