CUSTOMER SERVICE INTELLIGENCE CERTIFICATION COURSE OVERVIEW
Customer service intelligence certification course at JK Michaels ultimate goal is to increased customer loyalty and retention. This requires the integration of many different parts of a business, from senior management to the sales force, from marketing to production and human resources.
CUSTOMER SERVICE INTELLIGENCE CERTIFICATION COURSE OBJECTIVES
After this customer service certification course, delegates will be able to:
Recognize what ‘customer service excellence’ really means – to you and your customers
- Understand the logic behind spending more on valuable customers, rather than “one-size-fits-all” marketing
- Understand and shape the role of each employee in the customer value chain
- Identify ‘best practice’ in managing different customer situations, including complaints
- Motivate and maintain morale in front-line customer service staff and teams
- Integrate all aspects of your organization to manage and exceed customer expectations
- Develop, motivate and inspire customer-value staff to deliver high quality consistently
- Measure and assess how well customer service standards and objectives are being achieved
- Overcome internal communication barriers
- Form stronger relationships with individual customers through interactive Customer Centric (CC) processes and standards
BENEFITS OF CUSTOMER SERVICE INTELLIGENCE CERTIFICATION COURSE
Acquisition of skills to eliminate unnecessary and costly calls to third parties.
Ability to pinpoint in real-time, any general problem so that customers enquiries are quickly answered
Ability to demonstrate professional customer service skills to improve customer satisfaction and customer loyalty
Developing listening skills and questioning techniques that can shorten the interaction time with customers
Ability to use case-based reasoning approach to perform an important task
Ability to clearly explain next step in a process and confirming that the customer is satisfied which in turn decreases the number of callbacks or return customers.
Acquiring a common process and language for dealing with customers
Ability to provide awesome customer service in a way that incorporates personal strengths.
BENEFITS OF CUSTOMER SERVICE INTELLIGENCE CERTIFICATIONCOURSE
To the Organization
Organisations will be able to meet and exceed customer needs and expectations, guaranteeing satisfaction
Deliver an experience a customer can value
Ability to gain more business through converting enquiries into sales
Acquiring skill on how to go above and beyond customer’s expectations and provide the kind of stellar service that creates life-long customers.
Ability to recognize the concept that customer satisfaction leads to increase in customer loyalty which leads to increase in profit.
Module 1: Introduction to Customer Service
What Is Customer Service?
Developing a Customer-Centric Mindset
Who Are Your Customers?
When & Where Does Customer Service Take Place
The Need For Customer Service
What Does Customer Service Mean To You?
Developing A Customer Friendly Attitude
Excitement is Contagious
Module 2: Customer Service
Developing Effective Communication Skills
Presenting a Professional Image
Non-verbal Communication Skills
Key Body Language Aspects
Verbal Communication Skills
Choice of Words
Tone Of Voice
The Choice Of Words
Tone Of Voice
Module 3: Customer Analysis: Knowing your Customer
Knowing Your Customer
Assertive Working Style – Results-Oriented
Analytical – Details-Oriented
Amiable – People-Oriented
Dominant Behavioral Style
Determining Your Level of Service
Module 4: Calming Upset Customers
What Makes Customers Upset?
What Can You Do To Avoid Upsets?
5 Key Steps to Calming Upset customers
Accurately identify the problem.
Confirm The Customer’s Value
Synchronize & Summarize
Conclude By Affirming The Customer’s Value Again
What To Do When You Are Upset.
Module 5: Telephone Customer Service
Mastering The Telephone
Answering The Telephone
A Professional Greeting
Putting Callers On Hold
Transferring A Call
Taking A Message
Closing The Call
Customer Service Series
Module 6: Internet Customer Skills
The Internet Customer
E-mail Communication Guidelines
Internet Customer Skills
Placing a Chat on Hold
Closing a Chat session
Customer Online Support
Module 7: Time Management Strategies
Taking Control Of Your Time
Time Analysis: Task Identification
Module 8: Stress Management Strategies
What is Stress?
What Causes Stress?
What Can Be Done To Manage Or Even Eliminate
Do Something That You Love
Don’t Feel Responsible To Solve Every Situation
Have A Hobby
Rest, Take That Vacation
We All Make Mistakes
Every staff member of organizations is recommended to take this course. Excellent customer service should happen at every level.
The program has an optional AAPM (American Academy of Project Management) professional customer service certification called MPM in customer service.The duration is for 4 days,and cost N185,000 inclusive of professional certification.
The other option is to attend the first 2 days customer service intelligence workshop and get a certificate of attendance.Duration 2 days,Cost N65,000.