Who Should Attend?

Managers and supervisors of staff in customer-facing roles, and those responsible for ensuring that the service level offered to customers is a positive differentiator for their company, which will help increase customer retention.

About the Programme

"Top quality customer service is never an accident. It is the result of high intention, great effort, intelligent direction, good management and skilful execution."

In fiercely competitive markets such as the Gulf region, where products and services are similar, 'putting the customer first' is a sensible strategy for building a successful business. Delighted customers return and send others; dissatisfied customers do not! Surveys have found that it costs about eight times as much to acquire a new customer as it does to keep an existing one. So it seems obvious that it should be the intention of most sensible business people to provide outstanding service. But this is not easy to apply in practice.

We are all customers and most of us can tell horror stories about very poor customer service here in the Gulf. Rudeness, bad service, indifference to identifying customer needs, etc., are too often encountered. We might like to think that such things do not happen in our organizations; but positive customer care does not occur naturally. In fact, it is extremely difficult to achieve.

How can a manager ensure that good customer care and excellent service will prevail throughout his / her organization? What are the simple practical steps that lead to quality products and excellent service? This programme is very participative and allows delegates to address issues in a practical way that clarifies the relationship between customer care and overall business strategy. A clear 'Customer Focused Management' programme is essential to successful corporate planning.

Course Objectives

• To understand the components of successful customer care
• To know how to develop a plan for implementing effective customer care
• To understand how you, as a leader, can help to develop a customer focused team
• To be able to assess your own, and your company's performance in the different levels of customer service
• To identify customer service barriers within your organization, which inhibit the customer service provider
• To improve the standards of service to your customers, by understanding their needs and expectations
• To explore ways you can WOW! your customers by going the extra mile
• To learn how to offer alternative solutions and successfully deal with unrealistic customer requests
• To understand why customers complain and how to deal professionally with customer complaints

What You Will Gain

• A clear focus on improving your company's business performance through better customer retention
• You will be able to identify clear areas of improvement for your customer care team
• A 'customer-centric' approach that will enable you to fulfil your customer's individual needs
• You will have a better understanding of the detailed issues involved in providing top quality customer care

Programme Contents

DAY ONE

• Achieving Sustainable Competitive Advantage
• Elements Of Customer Care
• Role Of The First Line Manager
• Defining Your Company's Customers
• Understanding Why The Happy Internal Customer Is More Motivated To Provide Exceptional Customer Service
• Understanding Your External Customer
• Understanding Your Company's 'Perception Points'
• Understanding & Meeting Customer Needs & Expectations
• Identifying Barriers To Providing Exceptional Customer Service

DAY TWO

• Using The RATER Model To Obtain A View Of Your Services From Your Customers' Perspective (Reliability, Assurance, Tangible, Empathy, Responsibility)
• Using Customer Feedback To Your Advantage
• Effective Communication In Customer Service
• How To Deal With Unachievable Customer Requests
• Discovering The Positives Of Customer Complaints
• Effective Management Of Customer Complaints
• Service Recovery: A Successful Tool
• Building Positive Customer Relationships
• Delivering On Customer Promises
• Building & Developing Customer Focused Teams
• Valuable Tips For 'Customer Focused Managers'

2 Days - Non-Residential

Location: Dubai

Delegate spaces available on the following course dates: