Building a Customer Service Strategy Training Course

Course Aims

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.

Course Objectives

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

Course Content

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

The Vision

• 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

Who Should Attend our Building a Customer Service Strategy Training Course?

This course is for anyone who has responsibility for customer service in their business and the strategy that describes how you deliver it.

If you want to:

• Know what makes a great customer service strategy
• Engage people in your strategy
• Create a customer service culture in your business
• Increase customer loyalty and satisfaction
• Motivate team members to deliver better service
• Have a better approach to customer service quality

Then this building a customer service strategy course is for you.

The course is suitable for people of all levels and in all roles and industries.

A 1 day online live virtual training course with one of our highly experienced customer service strategy trainers. You also get:

• A highly interactive online experience
• Access to MyRevolution Learning to retain access to your materials and stay in touch with your trainer
• A digital copy of the course materials from the course
• A digital course certificate

For any business to be successful it needs to have a customer service culture embedded into it. This culture should be top down and strive to deliver exceptional service at every interaction with a customer. The strategy sets out the key objectives and steps that everyone in your business will take to deliver a great level of service.

Most successful companies have one. Without a strategy and standards, it becomes much harder to communicate your expectations to those who are responsible for interacting and engaging with your customers

We will begin the process of doing this in the course. We will give you the structure and components of the strategy and what you might put into it. We can develop and write your strategy outside of the course on a consultancy basis. Just Contact Us for an initial discussion on how we can help.

Yes. We have lots of articles about customer service in the customer service section of our blog.