Customer Centricity
Course Overview
“Customer Centricity” is first and foremost about building and sustaining an Amazing Service Culture tailored around customers. During these 3 days customer centricity training program the delegates will learn skills and techniques for serving external and internal customers more effectively, and successfully collaborating with customers they do business with.
The entire customer centricity training program covers the service techniques in order to elevate the service levels to new heights and keep delivering first – class service that guarantees engaged customer experience and increasing customer’s loyalty. Moreover, it is designed to incorporate the “Emotional Ladder of Service©” concept, along with SERVICE EXCELLENCE values in an experiential learning environment that focuses on implementing all the learning requirements
“Once you develop your service standards you will start growing.”
Goal of Course:
The customer centricity training program teaches the superior service standards. Delegates will learn how to implement, and monitor service standards. Delegates will also learn how to create value to offer to customers and foster customer loyalty, putting “SERVICE EXCELLENCE Values’’ into practice and maintaining positive attitudes pre & post service, use customer-friendly language, and deal effectively with problems. Finally, delegates will learn how to build rapport with customers and connecting with customers at a different level and facilitating constructive outcomes whilst encountering various customer situations in their day-to-day transactions.
Service excellence, is win – win situation. Customers win. Employees win.
During this 3 days customer centricity training program, delegates will experience an inspiring journey that will create a mindset for service excellence allowing them to discover what is required from them, in order to create and sustain an Amazing First – class Service Culture
Duration:
3 Days
Language:
English
Training Objectives
- Understand what is a Customer Centric Organization?
- Identify the key elements of “Customer centricity “
- Recognize the different levels of services
- Understand why service must continuously improve to maintain a high level of customer satisfaction.
- Identify specific steps which can be taken to level-up the service
- Map the floor of customer centric service transactions
- Identify key internal and external perception points
- Understand the brand proposition and implement the “SERVICE EXCELLENCE Values’’ attributes successfully.
- Manage customer’s expectations and ambiguities to build a customer centric Culture
- Learn how to build rapport and create trust in business relationships
- Identify and explain the Four Basic Elements of Relationship
- Identify each of the three levels of the relationship continuum.
- Implement strategies that work, in order to create Service Advocate
Module Outlines
Module 1: Introduction to Customer Centricity
- Opening & Ice breaker
- Program objective’s and guidelines
- Customer Centricity Defined – What is a Customer Centric Organization?
- Key Customer Centricity Elements – Lifecycle, Experience, Value
- The Value of Customer Centricity
- Identifying cultural changes necessary to ensure customer Focus
- Customer Centricity: The new Model for Success
Module 2: The Service Standards (In correlation with “Emotional Ladder of Service”)
- Discover the “Emotional Ladder of Service”
- The 5 Levels of Service Quality©
- Understand the increasing levels of customer expectations
- Set service improvement goals
- Learn how customers perceive the service
- Service evaluation
- Service vulnerability
Module 3: The Service Oriented Culture
- Why do customers leave?
- Understanding the emotional service drivers versus the functional drivers
- Putting “SERVICE EXCELLENCE Values’’ into practice
- Maintaining positive attitudes pre-& post service
- The impact of implementing “SERVICE EXCELLENCE Values’’ employees and customers
- “SERVICE EXCELLENCE Values’’ in a practical context
- Using the magic words and demonstrate empathy and sympathy
- Understanding the customer’s issues and concerns
Module 4: Expectations and Ambiguities Management
- Understand and achieve expectations set by the organization
- What affects your client’s expectation of your product/service
- Going the extra mile (meeting & exceeding customer’s expectations)
- Position your organisation as a valued asset to your clients
- Apply active listening and questioning skills to eliminate Ambiguity
Module 5: Eliminating challenges through SPECIAL service
- The SPECIAL model
- Speed and time
- Personal / personalize
- Expectations – manage and exceed
- Competence / courtesy
- Information
- Attitude
- Long-term relationship and follow-through
- Qualities of customer service and support ‘superstars’
- Applying the SPECIAL qualities to your job
Module 6: Customer Relationship Management
- Types of Customers Relationship
- The practical Context of Relationship Management
- The Balanced Relationship
- Develop stronger engagement with all internal / external stakeholders
- The 4 types of relationships and their advantages and disadvantages
- Why connecting with Customers
- Building the ladder of Loyalty from customer to Brand advocate
- The three Levels of Relationship Services
Module 7: Building Trust
- Act like a consultant / advisor
- The Credible and Reliable Advisor; roles and function
- Shaping the Trust
- Providing Delightful Experience
- Client Life Time Value
Module 8: Service Value and Recovery
- Service Recovery and Customer Retention
- The 7 rules in recovery
- Escalations; techniques and process
- Handling written complaint and replying to the customers queries
- Do’s & Don’ts in replying on written complaints
- Dealing with difficult & Angry customers
Module 9: The Full picture
- Action plans
- Learning Diary
- Summary of key learning points
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Activities Brief
The Customer Service Game:
Establish fundamental principles for building better relations with customers, service users and everyone in the organization.
Learning Objectives
- The importance of a consistent service, every day, every customer
- To fulfil your organization’s mission statement
- To use appropriate communication styles
- To deal with “problems” immediately and never to argue
- To put themselves in the customer’s shoes
- To exceed customer expectations wherever possible
- To know your best customers
- To appreciate the value of ‘internal’ customers
Chines Towers:
This training activity is used to highlight the importance of each part of the customer interaction, an effective teamwork activity that reminds teams to focus on what the customer wants rather than relying on what they think the customer wants.
Learning Objectives
- How to work in a highly effective team
- To be clear on what the customer wants
- The importance of meeting the customers’ needs
- To avoid making assumptions
- The importance of clear objectives
Mayhem:
This interactive activity identifies those with leadership potential and those who understand the benefits of cooperative working and Communicating effectively with clients, managers and colleagues. Great fun! Highly revealing!
Learning Objectives
- Handling interactions between work teams
- The value of collaborating with customers and work teams
- Importance of clear, agreed objectives
- The need for active listening and attention to detail
- The value of good communications
- About maintaining team performance when under pressure
- The need for command and control
- The need for calm and a measured approach
Managing the Moment of Truth:
This training activity is used to highlight the importance of each part of the customer interaction, covering all the ‘little things’ which can make a difference, and to generate an understanding of the impact of the total service experience, encouraging participants to take ownership and look for ways to improve performance.
Customer Handling Techniques:
This training activity is used to highlight the importance of building effective customer relationships, giving participants an opportunity to discuss and agree what ‘good service looks and feels like’, and understand the potential impact on the business of providing anything other than the highest standard of service to their customers.
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