Leading Customer Service Excellence

Strategies and Tools for Delivering Great Customer Service
Duration: 32 Hours (4 days)
Start Date: January 22, 2018
Participation Dates: January 22, January 29, February 5 & 6, 2018
Application Deadline: December 20, 2017
Fees: €950 (ΗICS members: €600)

OVERVIEW AND SCOPE

 

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:

  • Courses will be delivered in Greek @ ALBA premises
  • Each day has an 8 hour duration (including breaks)
  • Certification: Upon successful completion of the program, participants will receive a Certificate/ Diploma co-signed by ALBA Executive Development and the Customer Service Institute.

Special Prices and Discount for Members of the ΗELLENIC INSTITUTE OF CUSTOMER SERVICE: €600

PROGRAM HIGHLIGHTS AND APPROACH

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.

 

MODULES

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)

Communication Skills

  • Communicate effectively with the customer and team. Boost a culture of effective communication to the team
  • The different forms of nonverbal communication
  • The importance of collaborative, two-way communication
  • Emotional Intelligence – Cultural Intelligence
  • Barriers to good communication
  • Active Listening

Problem Solving – Handling Complaints

  • The ability to analyze and solve problems
  • Manage difficult customer situations
  • Complaint Resolution Process

Trust

Boosting Trust to self and others: Self Trust:  Increasing your credibility and influence at work. Diffusing trust & confidence within the team.

  • Building trust and credibility with your customers
  • Earn Customer Trust and Keep It

Self & Team Resilience & Customer Service

  • The Resilient Personality
  • Character Strengths & Values
  • What are your top Strengths?
  • Linking Life Strategies with Character Strengths
  • The Resilience Mind Map

Group assignmentThe 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:

  • What is a competitive advantage?
  • Maximizing Customer Satisfaction and Loyalty 
  • Understanding Customer Expectations 
  • Quality Customer Service 
  • Creating a Competitive Advantage through Quality Customer Service 
  • Quantifying the Revenue Impact of Service 

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:

  • Learn what the power of customer centricity is; customer relations and powerful brand as a bridge between customer value and firm value.
  • Create the customer learning capability: tools for understanding customer “pain” and “plug” it into your value proposition.
  • Overcome the traps of customer centricity; how inertia, silos, and arrogance destroy customer value.
  • Make it happen: Align mission, processes, policies, and information systems to make your customer centricity take off.
  • Customer Centricity, improvisation and “all that jazz”.

Module 3 - Diving deep into Customer Service Excellence

Identify and clarify customer needs and expectations

  • The Client Needs analysis (CNa)
  • Address diverse customer needs and values
  • Establish a Rapport With Customers

Expanding Customer Relationships

  • Follow-up to assess customer satisfaction.
  • Take action to assure customer satisfaction.
  • Resolve complaints and encourage critical encounters.
  • Expand collaborative involvement.
  • Add value and enhance mutual opportunities.
  • Achieving Customer Loyalty

Using Mind Maps to improve Customer Experience

  • Actions: What is the customer doing at each stage? What actions are they taking to move themselves on to the next stage?
  • Motivations: Why is the customer motivated to keep going to the next stage? What emotions are they feeling? Why do they care?
  • Questions: What are the uncertainties, jargon, or other issues preventing the customer from moving to the next stage?

Module 4 - Best Customer Service Practices

Customer Service Stories

  • A Cutting edge Customer service story
  • A Customer service Tale

Module  5 - The Digital Transformation Challenge

The digital transformation of customer services

  • The real importance of digital to business is not in the emergence of new technology; the importance is the shift in customer behavior.
  • The digital disruption signals the need for a fresh customer service strategy. Service teams are being called upon to fulfil a greater purpose in the battle for customers.
  • New capabilities for customer services.
  • Creating loyalty through customer service.
  • The role of customer services has extended right across the customer journey.
  • Current customer service models must be reassessed to ensure they also support customer acquisition and loyalty.

 

Module 6 - Group Presentations

The journey toward greater customer centricity

PARTICIPANT PROFILE

This program is addressed to Executives / Supervisors who lead teams in the area of:

  • Customer Service Management
  • Service Management
  • Telephone Customer Service

FACULTY

Course Faculty
Kyriakos Kyriakopoulos Associate Dean of Academic Programs Enrollment; Academic Director of Executive MBA Academic Director of ALBA - Eurobank MBA in Financial Services
Professor of Strategy and Marketing view more
HR Consultant, Training & Development Strategist view more
Business consultant, Practicing psychotherapist & Executive coach view more
Professor I, Deree School of Business - Department of Marketing, ACG view more

CONTACT

To request more information please contact 

Mrs. Maria Karadeli

Training Coordinator & P.R., Hellenic Institute of Customer Service

Tel: +30 210 6686370

email: maria.karadeli@customerservice.gr

 

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

e-mail: exed@alba.edu.gr

We would be pleased to address any enquiry you might have and to assist you in any way we can.