An Intensive 5-day Training Course
Customer Service Excellence
Tools & Techniques for Customer Retention
CLASSROOM DATES
INTRODUCTION
The Internet has changed everything!
In this 365/24 ‘Always on’ Business environment comparison websites and Search Engines have reduced many Brands to commodities. Traditional points of differentiation have been eroded and customer switching has never been easier. At the same time, these technologies, particularly through peer-review websites and Social Media, have promoted the customer experience to the very highest levels.
The entire game is now about the Customer Experience. Consequently, Customer Service Excellence has never been more important.
This fast moving, highly interactive Customer Service Excellence training course draws upon the very latest thinking, tools and research into customer behaviours and the psychology of buying to enable attendees to fully understand what is required to ensure their customers, whether they be external ‘paying’ customers, or internal ‘colleague’ customers, get the very best experience possible.
This EuroMaTech training course delves into the precise meaning of value, what it is that customers actually value and what an organisation can do to ensure it, perhaps uniquely, can deliver it. Application of the tools and techniques demonstrated on this training course will enable attendees to provide dramatic increases in Customer service, leading to customer retention and increased revenues. It will also show how organizations can fully harness the power of Social Media to augment their brands and create meaningful dialogues with Customers.
Participants will develop the following competencies:
- Understand and be able to exploit, the relationship between Price, Quality and Value
- Understand which activities add value and which destroy it
- Gain invaluable insights into the workings of the customers mind; how influence works and understand the science of persuasion
- Develop tools and techniques that will consistently build value and enhance both the customer’s experience and also the organisation’s profits.
- Learn from best practice examples how to use Social Media to create meaningful, compelling and enduring relationships with Customers.
TRAINING OBJECTIVES
- Understand the true meaning of value and how customer service is the key to success
- Improve service delivery standards, reflected in higher levels of customer satisfaction and sustainable bottom line profits
- Understand how to build a customer focused culture
- Learn how to lead customer service performance and professionalism in their organisation
- Learn how improving customer service will improve business performance and the customer’s experience
- Gain the necessary skills to recruit, train and motivate staff
- Understand how to develop and improve internal service standards
- Use the latest online tools (including Social Media) to create meaningful, enduring and profitable relationships with customers.
WHO SHOULD ATTEND?
- Customer Service Professionals, Managers, Quality Management Personnel, Voice of the Customer Analysts
- Brand Managers
- Entrepreneurs looking to out-compete the ‘big-boys’
- All specialists responsible for building and sustaining their company’s reputation for customer service excellence.
- Marketing Professionals looking to gain and maintain a compelling strategic edge
TRAINING METHODOLOGY
This EuroMaTech Customer Service Excellence training course is designed to be highly interactive, challenging and stimulating. Delegates will learn by a combination of active participation using training course materials, case study review, discussion, syndicate group work, skills practice exercises, training videos and exploration of relevant organizational issues. This Customer Service Excellence training course synthesizes use of relevant organizational theory and customer service best practice with core communication strategies and skills.
TRAINING SUMMARY
- Learn how delivering excellence in customer service is a way of driving greater return on investment
- Understand and be able to articulate why business must be aligned around the customer to succeed
- Understand the role of strong leadership as an aid to decision making on customer service issues
- How to encourage a philosophy and culture of ‘living and breathing customer service excellence’ in your organisation
- How to ensure you are attracting, motivating and retaining the best people
- Why skills training and development in staff is essential to excellence in customer service
- How to use high performance coaching techniques
- How to encourage positivity in the workplace
- Learn how to use Social Media effectively to create and maintain meaningful Customer Relationships that pay.
TRAINING OUTLINE
Day 1: The Business Case for Customer Service Excellence
- Why excellence in customer service is a hot business boardroom issue
- Understanding what your customers expect
- Benchmarking for competitive success
- Understanding that benchmarking is not alwaysthe answer
- Meeting and exceeding changing customer expectations
- Assessing your organisational culture for customer service focus
- Core foundations for building a customer centric culture
- Overcoming obstacles to customer service excellence
Day 2: Improving Customer Service Standards
- Showing your customers you are serious about providing customer service excellence
- Resolving customer service challenges positively
- The six hats problem solving approach
- Shifting perceptual positions
- Resolving complaints, disputes and conflict
- Role modelling top performers in customer service
- Moving closer to the customer – rapport skills to build better relationships
Day 3: Creating a Culture of Service Excellence through Continuous Learning
- What is a learning organisation?
- Creating a vision for customer service excellence and continuous learning in your organisation
- Applying continuous learning strategies to customer service excellence
- Planning for change – using the Neurological levels model
- Leading by example – teaching others through behavioural excellence
- There is no failure only feedback – moving forward for personal and business growth
- Building team work, cooperation and collaboration with colleagues
Day 4: Hiring Excellent Customer Service Personnel
- The importance of a strong value set in customer service delivery excellence
- Core customer service qualities and competencies
- The transferability of customer service skills
- Retaining and motivating your best people
- Developing staff engagement in the business
- Understanding the psychological contract and its impact on staff
- Using rewards and incentives to motivate performance
- The importance of the team leader/supervisor in frontline staff employment
- Addressing ‘real life’ work challenges in customer service excellence
Day 5: Let’s Get Social
- Understanding Best Practice in Social Media
- Others (including Snapchat, eMail etc.)
- How to develop a Social Media Campaign
- Getting found online – effective SEO strategies
- Events – Looking them in the eye
- Action planning to take the learning back and develop it further
CALL ME BACK
Do you wish for us to conduct this course at your premises?
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ACCREDITATION
EuroMaTech is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.NASBARegistry.org.
Euromatech is a Knowledge & Human Development Authority (KHDA) approved training institute in Dubai, licensed and approved to deliver training courses in the UAE.
The KHDA is the regulatory authority in the UAE, that oversees administering, approving, supervising, and controlling the activities of various education providers in the UAE. We are proud of our commitment to ensuring quality training courses and status as a KHDA-approved training provider.
FAQ
What makes EuroMaTech a leader in professional training?
EuroMaTech stands out as a leader in training and professional development due to:
- 30+ years of experience delivering high-impact training courses across industries.
- Accreditations from leading institutions, ensuring top-tier course quality and recognition.
- A portfolio of thousands of training courses, serving professionals at every level.
- A focus on innovation and future-ready learning models, including blended and digital training.
- Long-term partnerships with organizations globally, ensuring sustained success through talent development.
How can I register for a EuroMaTech training course?
To register for a training course, you can:
- Visit the EuroMaTech website, browse the available courses, and follow the online registration process.
- Contact EuroMaTech’s support team for assistance with course selection or inquiries about corporate training solutions.
Does EuroMaTech offer international training courses?
Yes, EuroMaTech delivers training courses in major cities worldwide, including locations across Europe, Asia, Africa, and the Middle East, in addition to its extensive presence in Dubai.
Where are EuroMaTech’s training courses held?
EuroMaTech conducts its training courses at prestigious venues across Dubai and other major international cities. Additionally, virtual training options are available, allowing participants to join courses remotely from anywhere in the world.
What ISO training courses does EuroMaTech offer?
EuroMaTech provides a range of ISO certification and compliance training courses, including:
- ISO 9001 – Quality Management Systems Training
- ISO 45001 – Occupational Health & Safety Management Training
- ISO 14001 – Environmental Management Systems Training
These courses help organizations adopt internationally recognized standards and improve their overall performance.
How does EuroMaTech ensure the quality of its training courses?
EuroMaTech ensures the highest standards by:
- Partnering with globally recognized accrediting bodies such as ILM, CPD, PMI, NEBOSH, and HRCI.
- Designing training courses with a focus on practical, real-world applications.
- Using experienced instructors with industry expertise.
- Continuously updating course content to reflect current trends and best practices.
Does EuroMaTech provide customized corporate training courses?
Yes, EuroMaTech specializes in tailored corporate training courses designed to meet the unique needs of organizations. These customized courses are ideal for businesses seeking to upskill teams across different departments or regions.
How many professionals have attended EuroMaTech’s training courses?
EuroMaTech has successfully delivered thousands of training courses, with thousands of professionals from over 50 countries attending annually.
What industries does EuroMaTech serve through its training courses?
EuroMaTech provides specialized training courses for a wide range of industries, including:
- Oil & Gas
- Energy & Power
- Construction & Infrastructure
- Banking & Finance
- Healthcare
- Telecommunications
- Logistics & Supply Chain
- Aviation & Aerospace
- Government & Public Sector
- Hospitality & Tourism
- Information Technology & Cybersecurity
- Human Resources & Talent Management
Are EuroMaTech’s training courses accredited?
Yes, EuroMaTech’s training courses are accredited by globally recognized institutions, ensuring high-quality, internationally respected certifications. Key accreditations include:
- ILM (Institute of Leadership & Management)
- CPD (Continuing Professional Development Certification Service)
- PMI (Project Management Institute)
- NEBOSH (National Examination Board in Occupational Safety and Health)
- HRCI (Human Resource Certification Institute)
What types of training courses does EuroMaTech offer?
EuroMaTech offers a diverse portfolio of training courses designed to meet the needs of professionals at all levels. These include:
- Leadership & Management Development Training
- Technical & Engineering Training Courses
- Project & Risk Management Training
- Health, Safety & Environmental (HSE) Training
- Finance & Accounting Training Courses
- ISO Compliance & Certification Training
- Human Resources & Talent Management Training
- Soft Skills & Communication Training Courses
Do you provide assistance with hotel accommodation?
Yes, we can assist you with the following:
- Corporate Discount: If available, we can extend our corporate discount for your stay at selected hotels.
- Hotel Suggestions: We can provide recommendations for nearby hotels based on your preferences and budget.
Feel free to explore online booking platforms for the most cost-effective options.
Do you offer customized training for organizations?
Yes, we provide tailored training solutions designed to meet the specific needs of your organization. Customized courses can be delivered either in-person or online, and you can select the dates and duration that best fit your schedule. For more details, please contact us at inhouse@euromatech.com
What types of training formats do you offer?
We provide two flexible training formats to suit your preferences:
- Classroom Training: Experience in-person learning with expert instructors. Engage in interactive discussions, hands-on activities, and benefit from face-to-face networking.
- Online Training: Join live online sessions from anywhere, offering flexibility for those with busy schedules or who prefer remote learning.
- In-House Training: We can bring our training directly to your organization, allowing for tailored sessions that address your specific needs and objectives.
Can you assist with visa arrangements?
Yes, we can help by issuing an official Letter of Invitation once you’ve confirmed your training registration, which can assist in your visa application process.
Who will be the senior consultant leading the training?
We are happy to share the profiles of our expert instructors. To learn more about their qualifications and experience, please contact us info@euromatech.com
