Beyond Customer Service

Service Description

Course Objectives - Understand why a great customer experience is so important. - Understand the relationship between customer service and customer experience. - Learn the practices of a world-class customer service provider and model your performance on those practices. - Identify customers’ real needs and tailor their customer experience to meet these. - Turn complaints into opportunities. - Deal more effectively with difficult customers. - Measure customer service in ways that drives customer value. Content Session 1: Building the Customer-Centred Organisation - Introduction to customer experience - The relationship between customer experience and customer service - How the “customer journey” drives customer experience - Create a customer-centric culture - Homework: what are the “leverage points” for change in your organisation Session 2: Making it Personal – Improving Customer Interactions - The “I-WALK” framework for excellent customer experience - The role of leaders: modelling great customer behaviour - Customer interactions and technology - Homework: create a plan for implementing I-WALK in your organisation Session 3: Exploiting the Complaints “Goldmine” - Why customer complaints are an overlooked source of value - The customer hierarchy of needs - How to build processes and journeys around the hierarchy of needs - Strategies for dealing with “difficult” customers - Homework: create a plan for improving complaint handling in your organisation Session 4: Measuring Customer Experience - How what's measured drives behaviour - Listening to the “voice of the customer” - Net Promoter Score, Customer Satisfaction and other measures – which should you choose? - Successful measurement frameworks: how to define and implement - Homework: putting the components together Session 5: Putting it All Together - Implementing a customer experience improvement plan - Fostering improvements “one day at a time” - Making the business case for customer experience - Making changes stick - Deciding next steps

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