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