(08) 9383 8000
Designing Your Customer Service Strategy
Set your customer service standard with deliberate strategic planning. This course looks at preparing a customer service strategy, communicating the plan and monitoring the performance against the strategy.
2 Days
Overview
How do you want your customers to experience your organisation? This key question is at the heart of your customer service strategy and helps define the way your staff make decisions and build customer facing systems and processes.
This course will take participants through the steps of designing and implementing a customer service strategy that aligns with the purpose and ambitions of their organisation.
Who will benefit
Employees with responsibility for designing, shaping, influencing or implementing the customer service strategy of their organisation. This could include sales and marketing executives, office managers, operations managers or other professionals whose staff have direct contact with the customer.
Content
- Mapping the existing customer experience
- Identifying negative hotspots in the customer experience
- Articulating the experience you want customers to enjoy
- Gathering data on what the customer expects
- Aligning customer experience with the organisation’s strategy
- Preparing measurable service standards
- Key elements of a customer service strategy
- Communicating the customer service strategy to other stakeholders and frontline staff
- Measuring and monitoring progress
- Updating and refreshing the customer service strategy.
Learning Outcomes
Participants should be able to:
- Define and map the existing customer experience
- Identify where the current customer experience is failing to meet the needs of the customer
- Prepare a customer service strategy that complements the overall organisation’s strategy
- Write and agree on measureable service standards
- Communicate the plan
- Monitor service performance against the strategy.
Developing healthy relationships with clients and stakeholders is fundamental to running a successful sales strategy within an organisation. This course covers several aspects of client relationships from first contact through to maintaining and improving those relationships over the longer term.
Success in a sales management role includes both meeting sales targets and building a strong team capable of creating long term relationships with clients. You will explore both dimensions during this intensive course.
Sharpen your effectiveness in an ever-changing sales environment. In this sales course, you will explore and practice the skills to continuously move your prospects forward toward closing deals.
Organisations that deliver exemplary customer service are well led. Their service culture is guided by leaders who set expectations, role model appropriate behaviours and monitor service delivery. Attend this course and learn how to deliver the service promise.