Comprehensive Customer Service par Excellence Programme
Nine out of ten US CEOs say they are strengthening their customer and client engagement programmes
– PwC Network
Company leaders have realised that “getting closer to the customer” is crucial to growth. Both business buyers and consumers have more choices than ever before, empowered by online and mobile channels that provide more ways to buy, give and get recommendations, and talk back to companies. Today’s customer won’t hesitate to walk away from an established company relationship that doesn’t meet their needs. This holds true for nearly all industries today, and is no longer limited to those serving consumers.
Today, the customer is king. And new buying behavior demands engaging, customer-centered experiences sustained by properly aligned sales and support channels. Discover how social media, mobile apps and digital marketing can build next-generation sales. Create multi-channel brand messaging strategies in order to balance marketing goals and customer demand. Discover how behavioral economics can influence your customer experience strategy now—and over the long-term—by putting the customer first.
PROGRAMME MODULES
- Digital revolution; Evolving digital experiences and seamless transactions
- Generating Return Business through Customer Centricity
- Managing service metrics
- Digital vs Face to Face Customer Relationship Management
Fuller breakdown of modules and learning outcomes are sent alongside joining instructions after Course registration.
Learning Outcomes
This programme will
- Highlight the importance of service standards and their impact on customer experience
- Help the team think in a customer-centric way
- Explain service language and its importance in communicating with customers
- Prepare your team to manage demanding customers and difficult situations
- Lay the groundwork to align behaviours to your organisation’s expectations of its customer service staff
- Offer suggestions for measuring service levels.
