This executive program aspires to build a contemporary and updated blend of knowledge, skills and values that are currently required to develop, improve and effectively manage any customer service environment. Being highly interactive and business relevant, the program aims to provide insights and tools for building a customer service team, boosting a customer service culture and delivering excellent service to both internal and external customers.
Key Program Take-aways:
Upon completion of the Program, participants will have received a learning canvas comprising of the tools, practices, knowledge, skills and competencies in order to build a customer excellence philosophy and culture that will navigate their teams towards customer service mastery and add value to their Organization.
Program Logistics & Details:
The course is comprised of six modules, each covering a vital aspect of service excellence, customized to the needs and challenges of customer service team managers.
Learning will be orchestrated and achieved through a combination and blend of research based knowledge, practical expertise and corporate wisdom, encouraging collaborative learning and fostering an environment in which participants will bring their individual value to the team, through an exchange of ideas, tools and practices and a co-creation of knowledge.
The Program methodology includes real life case studies, games, story sharing & story telling, practical exercises, team projects and assignments and focused examples.
Module 1 - The Customer Service Competencies Game
With the use of gamification techniques, participants will understand and conceptualize the key themes of customer service efficiency. The game will also serve the purpose of assessing the characteristics of the participants’ team in order to further adjust the following modules to their challenges and needs. (cases & exercises)
Problem Solving – Handling Complaints
Boosting Trust to self and others: Self Trust: Increasing your credibility and influence at work. Diffusing trust & confidence within the team.
Self & Team Resilience & Customer Service
Group assignment: The journey toward Greater Customer Centricity (to be handed in 2 weeks)
Applying a design thinking approach for best practices
Module 2 - Customer Service and Customer Centricity as a source of competitive advantage
Creating Competitive Advantage through Customer Service
The session will focus on the value of customer service as a source for competitive advantage and will focus on the following dimensions:
Customer Centricity Masterclass
While most firms understand what is customer focused (astute segmentation, careful targeting, and formidable value proposition) and prepare detailed plans to achieve this end, the results are often disappointing for several reasons.
Given these challenges, this session will focus on the following steps:
Module 3 - Diving deep into Customer Service Excellence
Identify and clarify customer needs and expectations
Expanding Customer Relationships
Using Mind Maps to improve Customer Experience
Module 4 - Best Customer Service Practices
Customer Service Stories
Module 5 - The Digital Transformation Challenge
The digital transformation of customer services
Module 6 - Group Presentations
The journey toward greater customer centricity
This program is addressed to Executives / Supervisors who lead teams in the area of:
To request more information please contact
Mrs. Maria Karadeli
Training Coordinator & P.R., Hellenic Institute of Customer Service
Tel: +30 210 6686370
To get in touch with ALBA's Executive Department please use the below information
Mrs. Maria Pappa
Tel.: +30 210 89.64.531-8
Fax: +30 210 89.63.302
We would be pleased to address any enquiry you might have and to assist you in any way we can.