There is no question about the impact great customer service has on an organization. How to build a customer service strategy will give you the tools to make a connection and build a relationship with your customer base. We can’t just tell our team members to provide a good customer experience and expect it happen, we need to implement strategies to ensure it happens. By developing a strategy that enables truly human customer interactions, you will pre-empt pain points before they occur and start to build customer loyalty.
Building customer service strategy course training has been carefully selected so that you can explore relevant and meaningful strategies to create a truly customer centric workplace. The course is full of tips and tricks to use inside and out of your workplace. It will motivate you to really understand and support the environment you’re trying to create.

At the end of this training, you will be able to:
•Place your customer at the front of your business
•Recognize actions that can damage a customer centric culture
•Develop a customer centric service strategy
•Prevent potential customer pain points
•Create an environment that enables customer retention

MODULE I: Introduction and Course Overview

Module II: Defining and appreciating the customer
•Definition of customer
•Definition of customer service
•The internal and external customer

Module III: Importance of the internal customer
•The need for motivated employees
•The need for qualified employees
•Silo mentality
•Destroying the silos

Module IV: Customer service as a strategic imperative
•From ‘suspect’ to ‘partner’
•Going up the ladder
•The ‘KANO’ model
 ‘Basic’ attributes
 ‘Performance’ attributes
 ‘Delight’ attributes
•The customer centric organization
•Customer service as a strategic imperative
•The 7 practices of customer-centric organization

Module V: Customer satisfaction surveys and other vital tools
•Understanding your customers
•Importance of segmentation
•Principles of customer segmentation
•Focus groups
•Customer satisfaction surveys
 Key terms
 Major survey methods
 Questionnaire examples
 Customer survey guidelines
 Types of satisfaction surveys
 Basics of sampling
 Attributes to measure
 Customer satisfaction index

Module VI: Customer complaints and service recovery
•Facts and their implications
•Symptom versus cause
•Root cause analysis
•Failures do happen
•The recovery paradox
•The strategic initiative
•Tactical activities
•The ‘WOW!’ factor

Module VII: KPIs for customer service
•Monitoring performance through key performance indicators
•The 4 perspectives of the balanced scorecard
•Impact of the customer perspective
•Characteristics of good KPIs
•Building customer service KPIs

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