CUSTOMER SERVICE INTELLIGENCE COURSE

CSSC Lean Six Sigma Yellow Belt December Class

Customer service intelligence course at JK Michaels ultimate goal is to increased customer loyalty and retention.

START:
November 22, 2020
DURATION:
3 Days
PRICE
75,000.00

Address

PLOT 14,Odeniran close,Off Opebi,Oregun Link Bridge,Opebi Ikeja,Lagos   View map

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

To Individuals

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.

Course Outlines

Module 1: Introduction to Customer Service

What Is Customer Service?
Developing a Customer-Centric Mindset
Who Are Your Customers?
Internal Customers
External Customers
When & Where Does Customer Service Take Place
The Need For Customer Service
Rewards
Penalties
What Does Customer Service Mean To You?
Unpleasant Experiences
Satisfying Experiences
Developing A Customer Friendly Attitude
Evaluation
Excitement is Contagious

Module 2: Customer Service
Communication Skills

Developing Effective Communication Skills
Presenting a Professional Image
Non-verbal Communication Skills
Body Language
Key Body Language Aspects
Physical Distance
Verbal Communication Skills
Choice of Words
Tone Of Voice
The Choice Of Words
May I
Please
Thank You
The Close
Being Positive
Tone Of Voice
Inflection
Energy
Volume
Pace

Module 3: Customer Analysis: Knowing your Customer

Knowing Your Customer
Customer Expectations
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?
Avoiding Upsets
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
Active Listening
Putting Callers On Hold
Recommendations
Transferring A Call
Taking A Message
Voice Mail
Closing The Call
Customer Service Series

Module 6: Internet Customer Skills

The Internet Customer
E-Mail
E-mail Communication Guidelines
Online Chat
Internet Customer Skills
Scripted Responses
Introduction
Placing a Chat on Hold
Closing a Chat session
Websites
Knowledgebase
FAQ
Auto responders
Customer Online Support

Module 7: Time Management Strategies

Time Management
Taking Control Of Your Time
Time Analysis: Task Identification
Task Analysis
Personal Suitability
Efficiency
Task Analysis
Task Prioritization
Relative Importance
Time-frame
Time Wasters

Module 8: Stress Management Strategies

Stress Management
What is Stress?
What Causes Stress?
Stress Symptoms
What Can Be Done To Manage Or Even Eliminate
Stress?
Do Something That You Love
Don’t Feel Responsible To Solve Every Situation
Have A Hobby
Rest, Take That Vacation
Exercise
Be Organized
We All Make Mistakes
Be Positive

Who Should Attend?

Every staff member of organizations is recommended to take this course. Excellent customer service should happen at every level.

Certification

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.

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