Introduction
This GLOMACS Achieving Excellence in Customer Service online training seminar is designed to give participants the communication skills, negotiation strategies, and customer service best practices they require to take their organisation from good to great. This online training seminar is aimed at those organisations who are looking to improve their customer focus and develop their customer culture by working towards the Customer Service Excellence Standard. This online training seminar focuses on developing a culture of customer service excellence and provides participants with a roadmap for examining and improving the service they provide at both the individual and organisational level.
This online training seminar teaches customer service professionals critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles. By providing excellent customer service, you can offset the effect of higher prices by offering a better customer experience. Employees who are properly trained and demonstrate professional customer service skills, can significantly improve customer satisfaction and brand loyalty. This helps the business retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones.
This online training seminar will highlight:
- Key Customer Service Components that Develop Brand Loyalty
- Best Practices of World-class Customer Service Providers
- Utilize Body Language, Active Listening, and Questioning Skills as Vital Communication Tools
- Develop a Customer-focused Mindset and SMART Goals for Continuous Improvement
- Service Recovery Strategies to Promote Customer Retention
Objectives
By the end of this online training seminar, you will be able to:
- Establish the importance of setting and reviewing customer service standards
- Design a social media plan to improve customer service support
- Demonstrate how to deal with difficult customers in a professional manner
- Utilise time management techniques and set SMART goals to increase productivity
- Develop an understanding of internal and external customer expectations
Training Methodology
This online training seminar will utilize a variety of proven online learning techniques to ensure maximum understanding, comprehension, retention of the information presented. The training seminar is conducted Online via an Advanced Virtual Learning Platform in the comfort of any location of your choice.
Organisational Impact
Here are just some of the many valuable benefits to your organisation:
- A shared organisational customer-centric service vision
- Enhanced professional image with customer base
- Increased customer retention and revenue growth
- Improved intra / inter departmental communication and teamwork
- A more productive and customer-focused workforce
- Improved conflict resolution skills
Personal Impact
After attending this online training seminar, you will acquire:
- An appreciation for the importance of customer service excellence
- Best Practices of world-class customer service providers
- Enhanced leadership and communication skills
- Increased confidence to work professionally with difficult or upset customers
- The insight to adjust your temperament style to become more versatile, adaptable and highly successful
- Improved time management and goal setting skills to increase productivity
Who Should Attend?
This online training course is suitable to a wide range of professionals but will especially benefit:
- Frontline Customer Service Representatives (CSR)
- Team Supervisors
- Department Managers
- Account Managers
- Field Service Representatives