Delivering RED-CARPET Customer Service

Target: Customer Service Representatives, Supervisors

Dates: December 4-6, 2012 – 8:30 – 1:00pm
Venue: Garraway Hotel

Costs: $1,125 includes training material, snack and bag.

Objectives:

1. Examine the tenets of creating a Customer-Centric Culture and “Red-Carpet” Customer Service
2. Explore strategies for identifying customer needs
3. Discuss strategies for creating customer value and enhancing customer loyalty
4. Reinforce the philosophy that customer service is everyone’s business from the CEO to the Janitor.
5. Discuss Hot Button Customer Issues

Topics to be Covered:

1. Creating a Customer Centric Culture
2. Understanding Customer Needs
3. Creating Customer Value
4. Enhancing Customer Loyalty
5. Delivering Red Carpet Service
6. Hot Button Customer Service Issues

Format: Lectures, Case Study, Participant Experience. High level

Pre-Training Requirement: Participants are expected to prepare a report on the Customer Service Culture and Experience in their organisations

Assignment: On a daily basis, participants are required to review the “Pre-Training Report” prepared to include strategies to enhance the Customer Service Experience and identifying wherever possible the resources required, the responsible persons and the timeframe for accomplishment. Participants are also expected to identify the constraints or obstacles in the implementation of their strategies and ways to mitigate the obstacles.

After Care: One call a quarter for six months to check on the progress of the Plan



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