Customer Experience (CX) is the impression your business leaves with customers at every point of contact and across every stage of their relationship with you. A positive experience builds brand loyalty and affinity, and contributes to your bottom line by creating brand advocates who increase in value over time and evangelize your products and services to others.
Managing the customer experience has emerged as a key strategy to gain competitive advantage in today’s hyper-competitive marketplace, especially in the business-to-consumer sector. In today’s highly competitive business environment, it is no longer enough to deliver ‘good’ customer service.
- Customer Service and Required Skills
- Communication Barriers
- Handling Difficult Customers
- Effective Communication
- Assertive Techniques
- Body Language
Our Training program will include
- Why outstanding customer experience is essential to business success today and how it makes a direct contribution to bottom line results.
- The costly consequences of poor customer service and how to avoid them.
- There’s no second chance to make a great first impression. Here’s how to impress customers and win loyalty from the very first contact.
- 6 essential rules of customer care and service. Warning! Violate just one of these and you can easily lose a customer forever.
- Modern techniques and strategies to build a genuine relationship and goodwill with customers quickly and easily.
- It’s not just what you say but how you say it. Key telephone techniques to handle calls with success and ease.
- The secrets to minimizing the stress involved with customer service and avoiding staff burnout.
- What to do to take control of a difficult situation.
- How to turn complaints into an opportunity to build better customer relations.
- Secrets to building long term customer loyalty and ensure a regular flor of repeat business (this can make a staggering difference to the bottom line.
- Understanding why CX is a strategic imperative.
- Understanding the impact of CX on organizational performance.
- Quantifying the ROI for customer experience excellence.
- Cultivating the capacity to go beyond best-practices to next-practices.
- Ensuring the brand experience is consistent with the brand promise.
- Eliminating performance variance across channels, locations, touchpoints.
- Connecting core organizational beliefs to a focus on customers.
- Putting the human being at the centre of design.
- Moving beyond surveys into gaining customer insights.
- Becoming a CX leader and champion.
This course would be suitable for people in the following careers:
- Personal Assistant & Receptionist.
- Secretary.
- Assistant.
- Office Administrators or Office Managers
- Office Clerk.
- Marketing Assistants or Marketing Managers.
- Customer service Team Member or Supervisor.
- Customer Service Team Leader or Customer Relations Advisor.
- Sales Manager.
- Brand Manager.
- Other Allied Services.
The course is delivered over on 6 hour session, face to face. We can modify this program to suit your timeframe. We can also provide eLearning options if required.
For more detailed information about the course and the fee structure, please contact us.
There are three main course delivery modes at Southern Star Institute: Face-To-Face (F2F), Hybrid and Virtual. A participant can choose the most convenient mode for his training. However, the course structure and fees would vary for each mode. The educational content, however, would be the same but customizations would be made to suit the delivery needs.
Face-to-Face (F2F) Course Delivery
A Face-to-Face (F2F) course is delivered in a classroom setting. This means that scheduled normative hours take place in the physical classroom. F2F classroom interaction takes the form of in-person, real-time interaction between the trainer/facilitator and the participants. A F2F course would be taught for the duration specified for the respective course over a number of days or day as required. The sessions would be divided in the best possible way to effectively structure the course and convey key information to the participants.
Hybrid Course Delivery
A hybrid (or blended) course combines in-class instruction and activities with flexible, guided online learning in a virtual environment. Guided online activities in hybrid courses engage participants with independent, active learning that is supported, performed or submitted via our course learning management process. A hybrid course allows for many possible combinations of in-class and online instruction, interaction and digital learning activities, as well as a wide variety of deliverables.
Virtual Course Delivery
A fully online course is delivered virtually. This means that scheduled normative hours take place outside of a physical classroom. Fully online courses provide participants with flexibility to personalize their schedules as the course teaching and learning activities occur online through the use of our learning management process. Participants complete training, course requirements and collaborate on topics using a wide range of educational technologies and digital learning activities.
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