1-Day Strategic Turnaround Session
Service Excellence: Reinfusing Value Into Customer Experience (A one-day Customised Strategic Turn-around Session)
PROGRAMME OVERVIEW
In light of the recent economic recession, the topic Service Excellence has drawn more attention than usual. Getting organisations to become more customer-focused and provide service excellence is now a significant advantage and performance differentiator for both private and public organisations; knowing that it grants businesses a competitive edge in winning clients in an extremely aggressive market. We often hear companies saying that good customer service is very important for them, but in reality, collective actions of the staff does not seem to support that statement.
Financial survival in years to come mandates that each staff delivers superior service at all times. That is what builds loyalty and repeat buying. Customers today have higher service expectations than in the past. They also have more price points to choose from and an ever-increasing variety of alternatives. To succeed, Service Excellence is no longer a frivolous luxury, but a critical element of profitability and business continuity
OBJECTIVES & LEARNING OUTCOMES
This course is designed specifically as a quick and fast way to get all members of staff in tune and aligned with the fundamentals of excellent customer service. It serves as an opportunity to set and review service standards company-wide. At the end of this session, the participants would be equipped to:
- Understand the importance of service standards and their impact on customer experience
- Function within their teams to think in a customer-centric way
- Understand service language and its importance in communicating with customers
- Utilise the tools and techniques needed to provide excellent customer service support.
- Manage demanding customers and difficult situations
- Lay the groundwork to align behaviours to the organisation’s expectations of its customer service staff
- Revamp service culture, building goodwill through professional service delivery.
MODULES TO BE COVERED
- Service Excellence in the age of Digitisation
- Setting the Standards for Customer Service Excellence
- Business Language of Civility – Enhancing Communication Skills
- Service-oriented Attitude & Behaviour
- Managing Difficult Situations
- Action plan for self-improvement
ORGANISATIONAL IMPACT
- Recognition of the importance of delivering excellent customer service so as to build, maintain, and increase the organisation’s customer base.
- Focus on the customer to initiate return buying.
- Up to date techniques and methods in providing world-class service
- Increased confidence in staff’s abilities to work professionally with difficult customers.
- Renewed insight to adjust temperaments to become more versatile, adaptable and highly successful
- Eradicate poor service indicators, especially those peculiar to our terrain.
- The organisation is given a more contemporary image in the area of service.
INVESTMENT DETAILS
• Marcforte Business Consulting will develop and run a customised in-plant programme titled ‘Service Excellence: Reinfusing Value Into Customer Experience.
• Course duration – 1 day, 9.00am – 5.00pm
• Proposed class size: 20 participants.
• Marcforte will organise and coordinate the programme as well as provide the participants with the relevant course materials – resources, E-books, case studies etc.
• Course Investment
- Training venue and feeding provided by client.
- Fee – Flatrate of N 325,000.00 (exclusive of VAT). This fee is inclusive of resource materials, E-books, in-training facilitation as well s the 3- weeks post training engagement.
