Customer Service

Our world is getting interconnected with technology. Be part of a future citizen.

Today’s market environment has transformed to more competitive arena with the advent of technologies. Customers word of reference can be passed to wider public with today’s social media and internet communication mediums and to succeed in the market place it is important to win the hearts and minds of customers. Loyal customers mean lower costs in terms of costs associated with finding new customers and the positive feedback such customers promote to other potential customers.

 

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Oracle iLearning Platform

Certified instructors will train you remotely in the convenience of your home or office.

COURSE OUTCOMES:

  • Highlight the impact of service standards and their impact on customer’s experience
  • Promote customer centric mindset within your team
  • Explain terminologies related to customer service and its significance in creating good brand perception
  • Prepare your team to win discerning and difficult customers

Curriculum

Course Outline

1. Definition of excellence This session looks at how service excellence is defined in the customer service industry and why it matters to the organizations. The course will outline the brands that uses different service excellence strategies.

2. Customer expectations With the change in market dynamics, customer expectations get continually evolves. However, such expectation can be measured and catered to using a well customer expectation measurement framework. This session teaches how to examine the different types of customer expectation and design effective service delivery to exceed customer expectation.

3. The art of communication One of the crucial element in developing meaningful relationship is effective communication. This session teaches the different types of communication, their effectiveness if various organizational contexts and how communication can be used to achieve long term sustainable relationships with internal and external customers.

4. Postmortem: What you can do to elevate customer service This is mini action-oriented session that would examine the current customer service practices by the participants incorporating assessing techniques provided by the instructor and then formulation of more contemporary customer service practices that the organization could implement in the short, medium and long term.