Customer service excellence
Equip customer-facing professionals with the skills and insights needed to create unforgettable customer interactions, ensuring loyalty and driving business success, elevating their customer service capabilities and standards.
Audience
ICs, First Level and Middle Management
Description
Equip customer-facing professionals with the skills and insights needed to create unforgettable customer interactions, ensuring loyalty and driving business success, elevating their customer service capabilities and standards.
What's Included
1-3 X 2-hours sessions for groups of up to 15 participants
Topics
Customer service fundamentals
This workshop will faciliate the participants growth into a master of customer service, learning how to navigate the complexities of customer expectations with grace, turning challenges into triumphs, and ensuring every customer feels valued and understood.
Takeaways
Build and maintain strong, positive relationships with clients, fostering trust and loyalty.
Manage customer expectations to ensure satisfaction and reduce misunderstandings .
Resolve complaints and utilize feedback to improve service quality and customer satisfaction.
Leveraging data to drive customer success
This workshop will support participants in utilizing data to drive customer success through uncovering insights that drive strategic decisions and tailoring experiences to customer needs
Takeaways
Select and use key performance indicators to gauge and guide customer success initiatives effectively.
Identify customer trends and needs through data analysis to tailor services and products more accurately.
Make informed decisions based on customer data analysis to enhance customer success and business outcomes.
Collaborative customer service excellence
This workshop is designed to enhance collaboration and teamwork among customer-facing teams, focusing on delivering successful outcomes and achieving customer satisfaction.
Takeaways
Collaborate effectively within teams to deliver outcomes that meet or exceed customer expectations.
Effectively communicate and collaborate within customer-facing teams to ensure clear, consistent, and effective interactions with customers.
Building strong customer relationships
This workshop is designed to enable participants to dive into the heart of customer loyalty, exploring strategies to understand and meet customer needs proactively, and turn every customer interaction into a building block for a lasting and mutually benefitial relationship
Takeaways
Strengthen customer relationships through effective and proactice problem solving and conlfict resolution.
Adapt their approach to meet evolving customer needs, ensuring long-term customer satisfaction and loyalty.
Turn satisfied customers into advocates for your brand.
Identifying and engaging key stakeholders
This workshop is designed to cover the essentials of effective stakeholder management, enabling participants to navigate the intricaties of stakeholder interests and expectations, and engage, influence, and align external stakeholders with project goals
Takeaways
Identify and map key stakeholders, understanding their influence and interest in your projects or initiatives.
Ensure key stakeholders are informed, involved, and supportive of your efforts.
Manage and align stakeholder expectations with project goals to facilitate smoother project execution and outcomes.
Mitigate risks through multi-threading with multiple customer stakeholders.
Mapping the customer journey
This workshop will guide participants through the process of understanding and enhancing the customer journey, focusing on creating seamless customer experiences and identifying key touchpoints for improvement
Takeaways
Identify critical touchpoints and opportunities for engagement and improvement.
Enhance customer experiences at every stage of their 'journey'.
Master the creation of seamless transitions between different stages of the customer journey.