Building a Customer Service Strategy Training Course
Our one day Building a Customer Service Strategy training course will help you and your business to develop and embed a customer service strategy.
This Building a Customer Service Strategy Training Course provides the skills and approaches to put together a customer service strategy that delivers and how to engage those in the organisation who will need to deliver it.
Those who attend this Building a Customer Service Strategy Training Course will:
- Know how to develop a culture where exceptional customer service is at its core
- Be able to define service standards and communicate these to the business
- Know how to develop a customer service strategy document
- Know how to engage people in the strategy and motivate people to achieve the standards
- Be able to monitor the progress made and maintain service standards
Here’s what we cover in our Building a Customer Service Strategy Training Course:
Current Customer Perceptions
- What customers currently think of the business?
- How to find out what customers currently think?
- Building brand awareness
- How do you want customers to describe your brand/business?
- What does exceptional customer service look like in your industry/business?
- What are your competitors doing?
- Identifying the gap between current reality and the vision
What Makes Customers Loyal
- Customer phycology
- What drives loyalty and motivation?
- How do people choose who to buy from?
Building the Strategy
- Developing objectives to achieve the vision
- Identifying quick wins and longer-term goals and objectives
- Planning how to achieve the objectives (the steps and actions)
- Documenting the plan in a way that is easily communicated
- Planning how to communicate to gain maximum engagement and make people feel excited about the plan
Pre-empting Resistance and Challenges
- Identifying what the challenges to the strategy might be
- Answering the challenges
- Developing support mechanisms for those who worry about the courses of action
Setting and Measuring Organisational Goals
- Breaking the strategy down into departmental and team goals and objectives
- Ensuring everyone understands the bigger picture
- Keeping things on track and how to deal with the things that go wrong
- Measuring the progress and communicating the results