Excellence in Service - Advanced

Course details

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.

Course Outline

1 - Service standards

• 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

2 - Service teams

• 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

3 - Customer loyalty

• 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