Customer Service Excellence Trainers in Kenya

Course Overview

An organization’s capacity to grow its business is directly impacted by how it interacts with its consumer base. Consumers who are pleased not only return to the business to make additional purchases, but they also suggest the business to other potential customers, expanding the sale’s potential market.

A new generation of businesses has recently begun concentrating on giving their clients a unique experience that differentiates them from their rivals. The provision of this experience is increasingly dependent on excellent customer service.

Customer service excellence raises the bar for standard customer service by not only meeting but also exceeding a customer’s expectations. Companies that aim for excellent customer service approach clients with a modus operandi focused on meeting their needs.

Excellence in customer service effectively communicates an organization’s basic values to its clients and helps clients form long-lasting impressions in their thoughts. In addition to ensuring customer retention, it fosters enduring consumer loyalty.

How may rules be created to place customers at the center of the business’ operations? How may excellent customer service lead to long-lasting client relationships? How can the company foster a culture of customer excellence? How can customer service be used to give customers more for their money?

Building a customer-friendly atmosphere where the needs of the consumer come first requires a lot of focused effort. Customer satisfaction frequently suffers as a result of the hectic schedule of deadlines and targets, which ultimately leaves customers dissatisfied and causes the customer base to shrink.

Therefore, doing more than the bare minimum becomes essential if the company wants to keep a strong position in the minds of its clients. Excellence in customer service is a trustworthy alternative for businesses seeking steady business success.

Eagles’ management consultants have developed a Customer Service Excellence Training Course in recognition of the demand for a customer-focused environment in the current competitive economy. The training program emphasizes the importance of customer service to overall corporate growth.

Participants acquire first-hand experience in this situation through practical lessons. The purpose of the course is to provide insight into the many tools and methods employed in the corporate sector. Any colleague who wants to comprehend the philosophy behind excellent customer service and who wants to become well-versed in it must take the course.

Course  Objectives

Participants must be capable of the following upon successful completion of the Customer Service Excellence Training course:

• Consider the needs of the clients carefully and generate ideas to address those needs.
• Keep up a solid, long-lasting relationship with its clientele
• surpass client expectations by creating individualized customer experiences
• Find creative methods to enhance the customer experience through customer service.
• Create a more effective method for consumer feedback and follow-up engagement with customers.
• Recognize that responding to consumer complaints can help businesses perform better
• Create a reliable approach to assess the performance of the sales staff and gauge customer service excellence.
• increase the company’s sales and assure corporate expansion
• Customers’ price sensitivity should be lessened because devoted customers will pay more for the same good or service.

Organizational benefits

After successfully completing the Customer Service Excellence Course, participants contribute to their organization in the following ways:

• The company will be able to keep clients for a long time, which will lower the cost of customer acquisition.
• Customers that receive exceptional service are more likely to refer the company to others, which promotes business growth.
• Businesses can get a competitive advantage in their sector by providing excellent customer service.
• Staff who have received the most recent training and resources are more empowered and motivated. They are able to create stronger bonds with their clients, which is advantageous to both the client and the staff.
• Increased sales will help the company become more profitable.
• Create a favorable brand and reputation in the marketplace as a company that values its customers.

 

Personal benefits

Participants will gain the following benefits personally after completing the Customer Service Excellence training course:

• Sales agents who have greater knowledge and skills typically handle challenging situations in a much more professional manner. This gives them more power and inspires them to work harder.
• boosting the spirits of the sales staff because they will be more productive because they will be better prepared
• improved listening and communication abilities
• acquiring a growing range of customer service abilities that will help them advance their careers
• Participants will be better equipped to meet their goals on schedule by developing an emotional connection and empathy with their consumers.

Course Outline

 Module 1: Fundamentals to Customer Service Excellence.

• notion of excellent customer service
• advantages of superior customer service
• Using superior customer service to gain a competitive edge
• Recognizing the organization’s transition from being product-centric to customer-centric

Module 2: Understanding Customer Needs and Expectations.

• mapping the customer journey
• determining client expectations prior to, during, and after the transaction
• By providing superior customer service,
• individualizing customer service

Module 3: Creating Loyalty Programs,

• Finding the loyalty pyramid
• Customer lifetime value Customer Loyalty
• creating referral-based initiatives
• Examples of loyalty schemes in the real world

 

 

Module 4: Enhancing Customer Experience.

• Customer satisfaction index
• Communication channels for customer feedback
• Utilizing innovation to improve customer experience

Module 5: Creating a Customer Service Strategy

• enhancing the sales staff
• Using data analytics, artificial intelligence, and chatbots
• Serving multiple channels

Module 6: Components of Excellent Customer Service

• building communication skills
• fostering connection and empathy
• enhancing response time
• product expertise
• Key performance indicators identification

Module 7: Techniques for Customer Need Research

• Qualitative techniques for identifying client demands
• Quantitative techniques to identify customer needs

Module 8: Creating a Culture of Service Excellence,

• The changing mentality of the group
• Leadership can boost employee engagement.
• putting the development of customer connections first
• forming a team for accountability

 

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