Customer Services Excellence
Course Overview
Providing outstanding customer service and positive customer experiences often make the difference between gaining and keeping a customer or losing one. If you have excellent products BUT don’t have excellent services so it will damage your business & reputation. The expert house signature workshop “Tum Nahi Tuo Kuch Nahi” for CUSTOMER SERVICES EXCELLENCE is aiming to highlight the significance of customer services for your business growth. The participants will understand the main pillar and asset of any organization are CUSTOMERS because it takes time and efforts to build a reputation but only few seconds to ruin it. The entire workshop will cultivate the mindset of participants to understand the concept customers value i.e ” TUM NAHI TOU KUCH NAHI“ with various researched based real case studies of different organizations and generate ideas for good to great transformation.
Training Objective
By the end of this training course, the participants will be able to
• Participants will understand the real value of the customers by acquisition process, time and cost factor.
• The cost of acquiring a new customers over retaining an existing one this concept will make participants understand with exercise case study & exercise.
• Understanding customer expectation levels.
• Chain Effect of excellent customer services by Internal & Excellent customer
• Staircase of customer Basic to loyalty & advocacy level.
• Domino Effect of dissatisfied customers. Case Study.
• Understand of the true meaning of value, how it is created, how it can be destroyed & how to capture it.
• Understand the four stages of fire development stage of customer services and how to effective handle at each level of fire.
• The participant will practice the process of handling the angry customer and how to convert them into loyal customers with Attentive & Active Listening exercise..
Training Methadology
This training course on “Tum Nahi Toh Kuch Nahi” Customer Services Excellence encourages the participants to contribute their experiences through a combination of lectures, group discussions, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. We draw upon the very latest science and models of Neuroscience, Behavioural Economics, and Management to give clear, actionable insights into how to create a service offering that cannot be matched.
Who Should Attend ?
This training course is a suitably wide range of professionals but will significantly benefit:
• Sales Managers
• Service Managers
• Team Leaders
• Supervisors
• Professionals
• Technical Staff
• Team Supervisors
• Department Managers
• Key Account Managers
• Account Managers
• Field Service Representatives
• Brand Managers
• Public Relation Professionals
• Frontline Customer Service Representatives (CSR)
Deliverable
Course material , Certificate Post training engagement etc.
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