A Two-Day Programme
‘Developing World Class Customer Service’ - As A Competitive Strategy ‘How To Significantly Differentiate Your Business, And Build Customer Loyalty’
Who Should Attend? CEO’s, Business Owners, Senior Management, and Heads
of Department, responsible for creating, leading and driving an unbeatable and unique service culture within their organization that will attract new customers and develop customer loyalty.
About The Programme Disney, Apple, Microsoft, Coca Cola, Singapore Airlines and
even the U.A.E.’s Jumeirah Group are companies which put ‘service’ at the forefront of their organizational strategy. Building a world class brand never happens by accident.
Given the current economic situation, the time has never been more critical for businesses to ensure they have a strong service strategy embedded into their organization.
Despite the fact that many organizations feel they know what to do to improve service, very few manage to achieve and sustain it. In a fiercely competitive market such as the Gulf region, ‘differentiation’ is becoming the key to success. Customers have become more discerning and are less tolerant of mediocre service.
Many companies take the wrong approach to building customer loyalty. They work on ‘customer service’ as defined internally, but the emphasis should be on exceeding customer satisfaction, as defined by the customer.
The customer has to be at the heart of the organization. This programme will teach ways to use ‘service’ as a differentiator across the entire organization, starting with why, and ‘how to’ develop the best strategy, right through to engaging the people who will deliver that strategy. For the first time in the Gulf region we are bringing a unique opportunity to understand the fundamentals of how world class companies deliver ‘world class service’. Done right, this will change the way customers feel about doing business with your company, and help you build strong, loyal customers, who will ‘sell’ your company for you.
Course Objectives ✓ Understand the fundamentals of Customer Experience
Management as a cross-functional strategy
✓ Take a deep dive into customer loyalty and how to build it ✓ Know how to map out your ‘Customer Journey’ and what to do with it
✓ Appreciate the importance of gathering customer data, analysing it, and using it
✓ Learn how to assess your company’s leadership approach, in relation to service
✓ Know how to change what you measure, in order to drive ‘service excellence’
✓ Understand how to take ‘best practices’ and make them ‘business as usual’
✓ Explore examples of world class service and relate them back to your business
What You Will Gain ✓ Full insight into proven strategies, tactics and tools that
will be transferrable to your business
✓ A roadmap for defining the right approach to service excellence
✓ Insight into what is standing in your company’s way of Service Excellence Success
✓ Strong methodology for engaging your organization, to cement a cross-functional sustainable service culture
40
Management & Leadership • HR Management & Training • Customer Service • Administrative Skills • Sales
Please call and ask about our discount structure for multiple bookings!
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