Integrating Customer Service Across your Company is A Must !

Integrating Customer Service Across your Company is A Must !

INTRODUCTION

Petroleum & oil companies, Investment companies, telecommunication corporations, banking sectors and other service industries spend large sums of money on marketing and advertising their services with the intention of attracting new customers and retaining existing ones. This money is wasted if staff fails to provide the level of customer service needed to make a vital impact on the purchase and repurchase decisions of customers. Competing solely on the basis of product or price is not sufficient. Companies usually fail to understand that customer service management entails processes that permeate the whole company from human resource manager, to the marketing and sales manager to the accounting and IT department and so on. Most companies are not taking benefits of aspects as channel, time and stress management and self- service technology (SST) that can cut tremendous costs, problem solving, contact management programs in relation to customer relation management (SRM), effective and efficient marketing and sales strategies, system to improve staff performance, cross training and empowerment, servicescapes…. All of these major productive topics are provides in this package!

WHO SHOULD ATTEND?

All the employees who work in  Public Relations , Marketing , Sales , Commercial , Costumer Care , Advertising  , Media Depts.

COURSE OUTLINE

Building blocks

• Gaps model of service quality
• Service and consistency
• Anticipation
• Win-win situation
• Moment of truth
• EPS formula
• The six components of a customer’s experience
• Planning and strategies in relation to customer service management
• European foundation for quality management ( EFQM) assessment model
• PATER assessment model
• Reichheld’s Net Promoter score
• Customer life time value/ customer referral value
• Ghost/ mystery shopping employee/ customer of the year
• Problem- solving orientation/ brainstorming
• Practical ways to build an organization culture
• Service vision
• Seven” SERVICE” culture standards four seasons hotel
• Yukl’s leadership behaviour
• Business process reengineering
• Customer behaviour
• Benchmarking
• Servicescapes

Communication channels

• Message images 3 v
• Listening skills

Do men and women listen differently?

• Jumping to conclusions
• Failure to check assumptions
• Sender withholds information
• I and you messages
• Semantics and jargon
• Great in –person welcomes
• Telephone skills
• E- mails techniques
• Fax machines service
• Commercial letters
• Self-service technology (SST)
• Website good practices for customer service
• Channel management/ spectrum of communication

Services marketing

• The five basic client needs
• The selling personality

Eye contact 3 l’s: intimacy, intimidation, involvement

• Replacement of the new marketing mix- a closer look : 5 is
• One page contact list
• 4ps of TQM
• Preplanning
• Team selling
• Select sales strategies
• Referral sources
• Marketing research
• How the wealthy think
• Means to know more your competition

Service recovery strategies 

• Why customer recovery
• Cooling the customer with “HEAT”
• Customer charter 

Services management

• CRM – customer relationship management
• Human resource management
• Human resource service strategies
• The four social styles (Analytical, amiable ,driver, expressive)
• Exit interview
• Empowerment
• The three levels of empowerment
• ACTORS program by avis
• The empowered environment
• Suggestion schemes
• Quality improvement
• Quality improvement team
• Process improvement team
• Time management/ managing capacity