Customer Experience Management (CEM)
for Professionals

INTRODUCTION

This training course 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 Customer Service training 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 training course 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 training course 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 GLOMACS Customer Experience Management (CEM) for Professionals training course 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

At the end of this Customer Experience Management (CEM) for Professionals training course, you will learn 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 Customer Experience Management (CEM) for Professionals training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive course training manual has been developed to be practical, easy to use and facilitate learning.

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 Customer Experience Management (CEM) for Professionals training course, 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  GLOMACS Customer Experience Management (CEM) for Professionals training course is suitable to a wide range of professionals but will greatly benefit:

• Frontline Customer Service Representatives (CSR)
• Team Supervisors
• Department Managers
• Account Managers
• Field Service Representatives