Excellence in Service (Advanced)

Schedule
Jan | Feb | Mar 2022
Duration
1 Days
Difficulty
Intermediate
Methodology
Online Live | Onsite

Overview

In this course, learn how to develop and monitor service standards to support exceptional customer service; build customer service teams; understand your customers and how they measure service; and how to develop customer loyalty with your customers.

OBJECTIVES

  • After completing this course, students will know how to: 
  • Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service.
  • Build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors.
  • Understand your customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.

COURSE OUTLINE

  • Fundamentals of service standards
  • Understanding service standards
  • Creating effective standards
  • Establishing standards
  • Implementing standards
  • Monitoring service standards
  • Assessing the effectiveness of standards
  • Obtaining customer feedback
  • Correcting service problems
  • Management and service standards
  • Building and monitoring the service team
  • Creating an action plan
  • Establishing managerial standards
  • Identifying and overcoming service barriers
  • Teams as a service solution
  • Understanding customer service teams
  • Maintaining a customer service team
  • Employee selection
  • Choosing the right employees
  • Conducting an interview
  • Team training and empowerment
  • Implementing proper training
  • Empowering employees
  • Motivation
  • Understanding the importance of motivation
  • Reinforcing desirable behavior
  • Understanding your customers
  • Knowing your customers
  • Understanding customer criteria
  • Uncovering customers’ needs
  • Customer loyalty development
  • Understanding customer loyalty
  • Building loyal customers
  • Encouraging customer loyalty
  • Employee loyalty’s influence
  • Developing employee loyalty
  • Helping employees to perform
  • Memorable service
  • Creating memorable service
  • Solving customer problems

Instructor

Mark Steele

Mark is certified trainer with 20+ years of experience in gulf and London. He has trained batches, corporates, individuals and companies from all over the world.

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