These workshop on customer excellence is appropriate for:

• Individuals who interact with customers, whether they are internal or external
• Especially beneficial for participants aiming to surpass customer expectations and resolve customer concerns
• Participants interested in tracing the customer journey within their organization and emphasizing practical and effective actions

Workshop Content:

Icebreaker: Reverse Brainstorm – A lighthearted activity that explores customer experiences with customer service, uncovering initial concerns that can be addressed.

Measuring Customer Service – Utilizing a clear assessment tool to gauge current customer service standards and pinpoint areas for enhancement. This tool is also provided in a format suitable for ongoing assessment and improvements in the workplace.

Defining My Customer Service Brand – Establishing the desired level of service that each individual aims to provide and the impressions they want customers to have, followed by actionable steps to achieve this.

Mapping the Customer Service Journey – Outlining the path customers take within participants' organizations, identifying touchpoints where service can be refined, modified, or adapted. The central challenge here is: "How can this be achieved?"

Managing Customer Expectations – Grasping customer service expectation levels and delving into the five key dimensions of customer service: Reliability, Assurance, Tangibles, Empathy, and Response.

Dealing with Customer Complaints – Understanding the reasons behind customer complaints, formulating effective responses, and devising strategies to prevent them from arising. This section offers a clear process for addressing customer grievances.

Handling Challenging Customers – Exploring the factors contributing to perceived challenging customer behavior, devising effective strategies to address such situations, and outlining recommended behaviors when interacting with difficult customers.

Troubleshooting Activity – An engaging exercise that consolidates key learning points, prompting participants to identify and resolve issues within a simulated customer process. These skills can then be applied to their individual work processes, fostering actionable outcomes.

Pursuing Excellence – A compilation of essential customer service aspects considered vital by customers, along with suggestions on how participants can integrate these elements into their behavior and implement them in the workplace. This activity concludes the session, leaving participants brimming with actionable ideas.

Objectives:

Upon completion of this Customer Excellence workshop, your participants will be equipped to:

• Distinguish the dos and don'ts of customer service and gauge their own alignment with these standards
• Articulate the crucial role that customer-centricity plays in fostering their organization's prosperity
• Cultivate their customer brand, address service gaps, and devise strategies for crafting exceptional customer experiences
• Employ precise strategies to adeptly handle challenging customer situations and adopt even clearer strategies to preclude their occurrence in the first instance.