Successful organisations continually Satisfy Customers, Increase Customer Base, Prevent Brand Switching, Address and Solve Problems and Delight their customers. Leaders of these successful organisations are proficient at developing and implementing targeted and customer-centric strategies. These leaders understand their company’s vision, mission and values. They are aware of internal and external conditions and possess skills to utilize these conditions to continually enhance customer experience and satisfaction.
This program is designed to instil a Customer Service Mindset and Culture in order to empower the company’s Service Delivery Efforts. Together, we develop effective customer service strategies individually as departments for the ultimate goal of supporting the organisation’s service vision to achieve Customer Delight. Hence, productivity and profits are realized through Strategic Service Delivery Management.
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Understand the role of each Business Unit in spreading a service culture throughout the organisation
Understand what customers really want and ascertain how well we are providing it.
Provide relevant and constructive advice to promote the improvement of customer service delivery
Ensure customer service strategies and opportunities are promoted to designated individuals and groups
Promptly action processes & procedures to resolve customer difficulties and complaints
Maintain systems, records and reporting procedures to compare changes in customer satisfaction
Ensure that decisions to implement strategies are taken in consultation with designated
individuals and groups
Review client satisfaction with service delivery using verifiable data
Identify and report changes necessary to maintain service standards to designated personnel
Understand the concepts & usage of terms like CSI, NPS, Process mapping, SWOT Analysis
Learn the art of post-strategy development goal setting & action planning
Prepare conclusions and recommendations from verifiable evidence and provide
constructive advice on future directions of client service strategies
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Who should attend
This program is designed for all HODs in order to align service goals and plans to those of the customer service division.
Methodology
This programme employs adult learning techniques which include fun active learning strategies to facilitate understanding and retention. Participants will spend 80% of the time in individual or group activities which allow them to learn, develop and practice. A workbook is used to facilitate the programme.
Structured Experiential Learning Exercises, Super Learning Environment, Role Plays, Games & Simulation & Performance Coaching, Team Presentations.
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Developing a customer centric service mindset
Embedding a customer centric service experience
Visible Customer Centric Team Leaders
Understanding your customer
Design the experience
Agent mindset transformation & empowerment
Customer Centric KPI’s
Engage the back office
Feedback for continuous improvement
Self - diagnosis
5 Service Dimensions that all Customers care about
Are we fulfilling Customer’s expectations?
Exercise: Brainstorming current actions relating to service dimensions
Group presentations on existing actions according to the service dimensions
Deriving Customer Centric service strategy steps through data collection (CSI | NPS | VOC)
Conducting Customer Satisfaction Survey
Conducting NPS Survey
Developing survey questions
Collecting and analysing data
Impact and importance of CSI & NPS
Developing strategy based on survey data results
Exercise: Data collection, calculation, CSI determination, NPS calculation, Developing Strategy Statements
SWOT analysis for service strategy improvement
Exercise: Conducting SWOT analysis to identify your company’s service strengths, weaknesses, opportunities and threats.
Developing strategy through creating relationships between internal and external factors that influence service
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Strategizing internal processes to become customer centric
Customer Journey Mapping & analysing all customer touchpoints available
Exercise: Mapping individual “AS IS” service processes to find gaps
Exercise: Developing “TO BE” service process maps that are more customer centric for improved service and to resolve customer difficulties and complaints
Monitor and evaluate progress
Customer Centric Metrics & KPI’s
Input from front line and supervisors
Tapping into data sources i-e (CSI | NPS | VOC), Web & Quality Monitoring
Setting metrics in Service, Quality, Efficiency, Profitability
Service goal setting & Action Planning
Exercise: Service goal setting and strategy action planning according to all aspects learned i-e
5 Service Dimensions all customers care about
Customer Satisfaction Index
Net Promoter Score
Voice of Customer
SWOT for strategy development and adjustment
Customer Journey Mapping and process improvement
Customer Centric Metrics & KPI’s
Program end
Certificate presentation
Course evaluation
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BankTechAsia2018 & BigTechAsia2018 –Conference Delegate & Sponsorship Sales training
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Kudrat Partners –Debt collection through phone
Hong Leong Bank Call Centre –Sales & Debt Collection Skills
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Centreside Express Maritime –Debt collection skills
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