Customer Service

Course details

CUSTOMER SERVICE represents the shift from product-centered to customer-centered strategies, which at the same time offers new powerful opportunities to create excellent customer experiences and thus sustainable competitive advantage – especially in a global marketplace.

The course will explore the strategies and concepts of customer relationship management with a special focus on experience management, sales organizations and the development and implementation of growth strategies. It will discuss implementation processes and the necessary change management programs to achieve a broad acceptance in the whole organization.

Who Should Attend?:

Middle- and senior-level managers from marketing, commerce, customer service, sales and operations, strategic planning and general management.

CUSTOMER SERVICE- Course Objectives:

By the end of this course, you should be able to: 

• Know the definitions of CUSTOMER SERVICE and develop a critical attitude toward vendor communication
• Know the role of customer experience management in creating value
• Know how to develop a structured framework for CUSTOMER SERVICE program
• Know how to develop analytical and operational CUSTOMER SERVICE capabilities
• Have insight in multi-channel marketing
• Know how to create the right culture for a successful CUSTOMER SERVICE implementation
• Know how modern sales organizations work and use CUSTOMER SERVICE
• Know the critical success factors for a long-term working CUSTOMER SERVICE implementation
• Take ownership, accountability, and set goals to achieve maximum performance

CUSTOMER SERVICE - Course Outline:

CUSTOMER SERVICE Overview:

• CUSTOMER SERVICE Concepts
• CUSTOMER SERVICE - More definitions
• CUSTOMER SERVICE Drivers
• Constituents of a Good CUSTOMER SERVICE Strategy
• CUSTOMER SERVICE and Technology
• CUSTOMER SERVICE Solutions Map
• The Concept of e-CUSTOMER SERVICE
• Implementation Challenges
• Group Exercise

CUSTOMER SERVICE Strategy:

• Fundamentals of Customer Strategy
• Customer Strategy Basics
• Customer Loyalty
• Customer Satisfaction
• Customer profiling and Modeling
• Customer Centric Enterprise – Background
• Product Centricity Vs. Customer Centricity
• Customer Centric Strategy
• Evolution of Customer Centric Enterprise (CCE)
• Discussing the core of successful CUSTOMER SERVICE initiatives
• Core of any successful CUSTOMER SERVICE initiative
• Concept of Customer lifecycle
• Customer Life Cycle stages – Illustrated
• Customer Life Cycle Management
• Collaborative CUSTOMER SERVICE
• Case Study

Measuring CUSTOMER SERVICE:

• Characteristics of Excellent CUSTOMER SERVICE
• Measuring Customer Service
• Problems in CUSTOMER SERVICE
• Process Analysis in CUSTOMER SERVICE
• Standards and Continuous Improvement in CUSTOMER SERVICE
• CUSTOMER SERVICE as a Business Process
• CUSTOMER SERVICE, Communication and People
• Communication as a CUSTOMER SERVICE Activity
• People and CUSTOMER SERVICE
• Case Study