Training Course: Customer Management (Awareness, Acquisition & Retention)

Master customer-oriented thinking, mentality and design; and keep the culture in mind!

REF: CC3086

DATES: 11 - 15 Dec 2022

CITY: Dubai (UAE)

FEE: 2700 €

All Dates & Locations

Introduction

Good customer service can be considered as a big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organisation's culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer-centric organization.

 

Course Objectives of Customer Management (Awareness, Acquisition & Retention)

  • Develop a holistic customer care approach by taking into consideration seven different aspects of the definition of customer service
  • Create objectives and programs to maximize internal customer satisfaction
  • Evaluate the design, implementation, and analysis of customer satisfaction surveys
  • Use customer complaints as the springboard for service improvement
  • Write Service Level Agreements (SLAs) to ensure clarity and conformance
  • Assess the service aspect of the organization or department through well-chosen Key Performance Indicators (KPIs)

 

Customer Management (Awareness, Acquisition & Retention) Course Outlines

Day 1

Defining and appreciating the customer

  • Definition of customer
  • Definition of customer service
  • The internal and external customer

Importance of the internal customer

  • The need for motivated employees
  • The need for qualified employees
  • Silo mentality
  • Destroying the silos

Day 2

Customer service as a strategic imperative

  • From ‘suspect’ to ‘partner’
  • Going up the ladder
  • The 'KANO' model
    • ‘Basic’ attributes
    • ‘Performance’ attributes
    • ‘Delight’ attributes
  • The customer-centric organization
  • Customer service as a strategic imperative
  • The 7 practices of a customer-centric organization

Day 3

Customer satisfaction surveys and other vital tools

  • Understanding your customers
  • Principles of customer segmentation
  • Focus groups
  • Customer satisfaction surveys
    • Key terms
    • Major survey methods
    • Questionnaire examples
    • Customer survey guidelines
    • Types of satisfaction surveys
    • Basics of sampling
    • Attributes to measure
    • Customer satisfaction index
  • 'RATER' in-depth
  • Service quality (servqual) gaps model

Day 4

Customer complaints and service recovery

  • Facts and their implications
  • Symptom versus cause
  • Root cause analysis
  • Failures do happen
  • The recovery paradox
  • The strategic initiative
  • Tactical activities
  • The ‘WOW!’ factor

Day 5

Service Level Agreements (SLAs)

  • Characteristics of effective SLAs
  • Key elements of an SLA
  • Steps in SLA development
  • Quality versus cost
  • SLA metrics

KPIs for customer service

  • Monitoring performance through key performance indicators
  • The 4 perspectives of the balanced scorecard
  • Impact of the customer perspective
  • Characteristics of good KPIs
  • Building customer service KPIs

 

Training Course: Customer Management (Awareness, Acquisition & Retention)

Master customer-oriented thinking, mentality and design; and keep the culture in mind!

REF: CC3086

DATES: 11 - 15 Dec 2022

CITY: Dubai (UAE)

FEE: 2700 €

Request a Call?

*
*
*
*
BlackBird Training Center