Customer Service Strategy: Building a Customer Centric Organization
Customer Service Strategy:
Building a Customer Centric Organization
Objectives:
By the end of this course you will be able to:
- Develop a strategy to build a more proactive, customer centric organization.
- Create and shape the organization’s brand promise.
- Define customer service excellence – identifying your customers’ values.
- Understand how to measure and monitor the customer service experience to support improvements in line with your strategy.
- Understand the barriers to delivering a superior customer service at all customer ‘touch points’ within your organization.
- Understand how to measure customer service culture within an organization.
- Develop a proactive, motivated and empowered customer facing team.
- Develop internal processes that support your organization’s service commitment to the customer through the use of diagnostic tools.
- Implement the customer service strategy – making change happen.
Who Should Attend?
Customer Service Professionals who are responsible for developing, positioning and designing the customer service strategy to meet the needs of their customers whilst developing a consistent standard of customer service excellence that reflects the organization’s brand
Course Outline
What do You Want Your Customer to Experience?
- What is your current strategy?
- What is your current customer service experience?
- How does the ‘customer experience’ align with business goals?
- Understanding the impact of the experience on customer retention and loyalty
Developing a Customer-centric Culture
- Customers are really everything
- What do your customers really want from your organization? – Why?
- How to meet customer expectations – a shift of paradigm for the workforce
- Top down, bottom up commitment to the customer
How to Measure Strategic Success – Yesterday, Today and Tomorrow
- What does the organization offer the customer? – Do we deliver?
- What do your competitors do? – Better or differently?
- What does the ‘voice of the customer’ confirm?
- What do customers really want?
- What can the organization do to set itself apart from and above the competition?
- Setting agreed customer service standards that deliver the levels and measures
- Ensuring customer retention through excellence in service
- Developing the processes that nurture customer brand loyalty
- Recording and monitoring customer service issues
- Putting in place processes to resolve customer dissatisfaction
Devising a Strategy to Respond to the Voice of the Customer
- Listen, act and deliver on customer needs
- Re-evaluate and realign the customer experience in line with demand
- Using experience to reshape the ‘customer experience’
- Ensuring consistency at every customer ‘touch point’
- Leading and motivating others to deliver superior service levels
A Whole New Branded Experience – ‘CRITIQUE’
- Using customer-centric diagnostic tools to evaluate trends, perceptions and opportunities for performance improvement
- Devising a new strategy to meet customer, shareholder and stakeholder demands and expectations
- Identifying ‘next steps’ to implementing change