Laimoon.com

Advanced Customer Service Workshop - Convertas , Dubai,Kuala Lumpur, Istanbul, London,United Kingdom,Malaysia,Turkey,United Arab Emirates

Mon, 14 May 2018 12:03:02 +04

Day One
Customer service
Quotations on customer service
Service definitions and concepts
Quality service requirements
Some interesting numbers
Cost of bad customer service
Customer care foundations
Learning from the best

Day Two
Internal customer service
Identifying internal and external customers
Customer requirements
Foundation of great service people
The service profit chain

Day Three
Managing customer expectations
What to say and what not to say
Calming upset customers
Comments you should avoid
Managing customer expectations
'RATER' and the service quality (SQ) factors
Flying over customer expectations
Role-plays and exercises on dealing with different personality styles

Day Four
Effective communication skills for handling customers
Active listening
Effective listening skills
Phone etiquette
Dealing with difficult customers
Dealing with different personality types
Service recovery

Day Five
Professional behavior with customers
The power of behavior
Principles of effective behavior
How to behave professionally with the customer
History of communication
Interesting study
Interpreting non verbal behavior
The right behavior with the customer
The wrong behavior with the customer
Assertive, passive and aggressive behavior
Verbal and non verbal components of communication styles

Cost: 3995 USD

Duration: 5 Days

Customer Satisfaction & Loyalty - Convertas , Dubai,United Arab Emirates

Sun, 25 Feb 2018 14:58:35 +04

Day 1
Key definitions
· Customer satisfaction, retention, loyalty and delight
· Levels of loyalty
· Customer satisfaction and loyalty
· Customer delight

Day 2
Key loyalty measurements
· Customer Satisfaction Index and Customer Retention Rate
· Profit impact of CRR
· Customer life expectancy
· Customer loyalty index
Loyalty and profits
· The cost of loyalty
· Generally Accepted Accounting Principles (GAAP) shortfall
· Activity Based Costing (ABC)
· Customer profitability and the whale curve
· Customer profitability at best practice companies
· The strategy quadrant

Day 3
Customer satisfaction surveys
· Surveys and questionnaires
> Objective of the survey
> Population of interest
> Writing the questions
> Sampling methods
> Administration and analysis
· Customer surveys guidelines
· Different survey metrics
· Types of satisfaction surveys: transactional vs image-based
· Who and what to measure
· How to ask
· Loyalty components
· The importance of demographics

Day 4
Segmenting your customers
· Attitudinal and behavioral dimensions
· Demographic variables, consumer and business
· Customer profiling
· Customer modeling
· Types of business customers (B2B)
Key to loyalty : A 'customer value proposition' that works
· The value proposition: definitions
· Why a value proposition
· Building the value proposition
· Articulating the value proposition
· The strong value proposition: conclusion

Day 5
Customer loyalty and loyalty schemes
· How to foster loyalty
· The 6 Ps of customer loyalty
· The two tier approach
· The laws of customer loyalty
· Loyalty schemes: background and justification
· Loyalty schemes: what to avoid
· Types of loyalty programs
· Reasons to join
· Different loyalty schemes
· Rewards and perceived value
· Maximizing the results

Cost: 3995 USD

Duration: 5 Days

Advanced Customers Relation Management - Convertas , Dubai

Sun, 30 Jul 2017 22:46:18 +04

Day One: Defining and appreciating the customer
· Definition of customer
· Definition of customer service
· The internal and external customer

Day Two: Importance of the internal customer
· The need for motivated employees
· The need for qualified employees
· Silo mentality
· Destroying the silos

Day Three: Customer service as a strategic imperative
· From 'suspect' to 'partner'
· Going up the ladder
· The 'KANO' model
. 'Basic' attributes
. 'Performance' attributes
. 'Delight' attributes
· The customer centric organization
· Customer service as a strategic imperative
· The 7 practices of Customer-centric organization

Day Four: Customer satisfaction surveys and other vital tools
· Understanding your customers
· Importance of segmentation
· Principles of customer segmentation
· Focus groups

Day Five: Customer satisfaction surveys
· Key terms
· Major survey methods
· Questionnaire examples
· Customer survey guidelines
· Types of satisfaction surveys
· Basics of sampling
· Attributes to measure
· Customer satisfaction index
· 'RATER' in depth
· Service quality (servqual) gaps model

Cost: 3995 USD

Duration: 5 Days