SCHEDULE
| Dates | Venue | Category |
| 22-26 May 2023 | Bangkok – Thailand | Customer Service – Marketing |
| 14-18 Aug 2023 | Port Moresby – Papua New Guinea | Customer Service – Marketing |
| 25-29 September 2023 | Kuala Lumpur – Malaysia | Customer Service – Marketing |
INTRODUCTION
Delivering World-class Customer Experience is a highly interactive program where participants learn what it takes for an organisation to deliver World Class Customer Experience.
It is a fast-paced and entertaining workshop led by global customer experience expert Shaun Belding – featuring current case studies, and highly interactive exercises.
BENEFITS OF ATTENDING
Upon the completion of this training, participants will be able to:
- The dramatic shift in customer expectations that has taken place, and the implications to customer loyalty and retention
- New trends and strategies in customer loyalty programs
- The four cornerstones of customer experience
- How to map and manage all customer touch points
- Service recovery – the secret ingredient
- How to evaluate the customer experience impact of processes, policies, people and practices
- How to transform existing front-line teams into world-class customer service providers
- How to provide leadership that drives customer experience
- How to effectively measure the ROI of improved customer experience
WHO SHOULD ATTEND?
- Company Directors and Senior Managers
- Customer Service Managers
- Call Center Managers
- Sales Managers
- Marketing Managers
COURSE MODULES
Session 1: The importance of Customer Experience in 2023
- Why Customer Experience is now the core driver in business
- The cost of a lost customer
- How customers define World-Class Customer Service
- How customer experience levels link to profitability
- The difference a single motivated person can make
Session 2: The root of customer experience
- How customer expectations have changed foreveR
- Trends and myths about customer experience
- The principle of long-term customer relationships
Session 3: The four pillars of customer experience
- How policies, processes, people and practices work together to create customer experience
- Case studies of small failures can have disastrous results
Session 4: The customer experience roadmap
- The customers’ journey through your organisation – the progression from initial expectations to core customer touch-points to satisfaction.
- How to create a strategic customer experience map
- Active and passive customer experience touch-points
Session 5: The role of social media in customer experience
- Using social media to set expectations and support brand identity
- Strategies for using social media to deal with issues, and create loyal fans
- Examination of the different social media: how they work and why they work
- Case studies of how social media can build or destroy loyalty
Session 6: Creating and leading a customer-focused culture
- Exploring the disconnect between what companies say and what they do
- What it takes to build trust & loyalty
- How poor execution of a good idea can demotivate everyone
- Identifying the risk/reward of a customer service strategy
- How everyone has to be on the same page
Session 7: Processes & policies that help & hinder customer experience
- The common roadblocks to achieving positive customer experience
- Case Study: The $500 drawer – the payoff of employee empowerment
- How to objectively assess the impact your company’s policies have on customer loyalty
- How to develop a customer loyalty strategy that everyone can buy into – from head office to the front lines
Session 8: Delivering World-Class Customer Service
- The single most important thing every customer wants in a customer service experience
- 20 little things that make a big difference
- How to make positive first impressions, and ensure they stick
- The difference body language makes
Session 9: How to recover from service failures & unsatisfied customers
- The most common causes of service failures
- Reducing dissatisfaction: how to assess your vulnerabilities, and plug the leaks
- The six-step process for dealing with most unsatisfied customers
- The WOW! factor and the service recovery paradox
- The top 3 ways to create positive word of mouth
Session 10: Measuring the ROI of customer loyalty
- Effectively using Voice of the Customer
- Implementing a Customer Value Index
- Developing inexpensive, effective customer surveys
- Strategies for learning how satisfied customers really are
- How to evaluate and act on the information