Customer Service Management Program
Customer Service – The Everyday Experience!
Customer Service is all about:
- knowing your customers,
- understanding their needs and wants,
- their journey through your organisation (physical and virtual),
- knowing the products and services they buy from you,
- their value to your organisation,
- and most importantly it is about how well you treat your customers!
Your customers are individuals who all have different wants and needs – whether they are for their companies, their organisations, themselves personally and professionally or for their families – no two customers are the same.
Your customers have expectations of what they will receive and how they will be treated in your organisation. And YOU have set these expectations! You have published your promises to your customers, and prospective customers, through your mission statement, your customer policy, charter or customer service promise, and through all your marketing and promotional materials, platforms and activities.
The big question now is
‘Are you in danger of over-promising and under-delivering?’
Key Customer Service Challenges
With the increase in customer demand, technology and competition among all sectors and industries, customer service has become the most business-critical part of an organisation – it is the differentiator! The biggest challenge in customer service today is to deliver the highest quality products along with exceptional customer service. Everything you do for – or to – the customer is part of the experience they buy and part of how you differentiate your organisation.
Some customer service challenges are more common than others and the top five are:
- Poor communication skills – how many of your customers have not understood what was said to them? From your staff’s perspective they followed the ‘script’ and processed the transaction within the ‘standard delivery time’ – so statistically, they are on track, job well done! However, your customer is completely lost! The speed of delivery impacted on their ability to understand and follow the instructions, the technological terms used and the push to ‘self-service options’ is too much for them and they have not been served well – if at all. They are no better off, they feel they are not valued or respected by your organisation and they need to either find another person who might help them, or perhaps, another organisation who will treat them better.
- Automated telephone and customer support systems – the myriad of technical options; call transfers being ‘dropped’; the inability to actually speak to a real person; email responses which guide customers back to a website which was not user-friendly the first time ……………… the list goes on!
- Dealing with customer complaints – there are many causes of the complaints made by your customers, but the big challenge is how your staff deal with both the customer and how they are complaining and also the cause of the complaint. Are your staff fully trained in the key skills of actively listening, empathising, diagnosing, apologising and resolving?
- Transferring your call – how often have you or your customers been told their call is being transferred, only to find it is transferred to an extension which is not attended and the only option is to either leave a voice message or hang up!
- Unanswered online requests – your website is top-class, impactful and educational and a prospect uses your online request form to enquire about one of your products …….. and waits six weeks for a response! Six weeks!
Putting Your Customers First
Customers are continually evolving and growing even more demanding. They vary from those who are almost permanently ‘switched on’ and who need and expect ‘instant access / instant response’ – to those who use technology sparingly and who need and want human interaction with organisations – to those for whom technology is a no-go area at all and who rely solely on human interaction.
This raises the question ‘How can you define the different levels of customer service that all your customers want and more importantly, that everyone working in your organisation actually delivers?’
Repeat business with the same customers is the life-blood of most organisations and you should continually ask yourself “Are our customers delighted with our service?” and “Do they want to come back to us?”
Your standards of customer service need to be continuously reviewed against your customer profiles and remain on an upward curve. They also need to be aligned with your standard delivery times – which are process driven – and which can cause a ‘tick-box’ approach to be taken to customer service.
My Customer Service Management program is designed to put your customers at the heart of your organisation by:
- understanding how consistent customer service excellence will improve your bottom line and the value of your organisation;
- developing and aligning your key customer service strategies with your overall business strategy;
- developing a customer service culture in your organisation where departments that don’t normally interact with customers, are focused on how they serve their internal customers, through whom the external (paying) customer is ultimately served;
- training and upskilling your people in the key service skills, competencies and behaviours;
- understanding the importance of aligning your technology and automated service solutions with people-led service solutions;
- learning how to set your service key performance indicators (KPIs) and how to measure performance against them – as the saying goes, ‘If you can’t measure it, you can’t manage it.’
The six modules in this CPD certified course are:
Why customer service matters and where it fits within your overall strategy.
Know your customers (KYC) and understand their journey within your organisation.
Understand the customer service framework and set your service standards.
Understand how your internal customer service impacts on your paying customer.
Learn how to set your service KPIs and measure them.
Customer service strategies for success.
Watch a short preview of some of the key topics which will be covered…
“This course has excellent program flow, it is easy to follow and provides a very in-depth view of customer service management. The overview at the beginning gives an insight into what customer service should entail and by the end of the course, we certainly found that many of these aspects are forgotten on a day-to-day level, and we need to correct this.
Charley addresses the many diverse aspects of managing customer service and covers each extremely well – the slides and handouts are easy to follow, yet thought-provoking. The videos are excellent and certainly show how a small action can indeed save a customer from exiting a business.
The course is very beneficial to both management and staff alike, in any aspect of business and highlights quite strongly the effect of teamwork. Thanks to Charley, we have been enlightened as to how to better manage our customer service team and we will certainly be involving them a lot more in the future.
Do try this course – you won’t be sorry. You do need to practise what it teaches…and continue to do so, in order for your company to continue to prosper.”C. Mc Carthy
The Benefits of Strong Customer Service Management
These are many and varied, but key among them are:
- Better communication – with your customers and within the organisation.
- Improved customer experiences – from the first point of contact with your organisation, through to the use of multiple delivery channels, being treated as a valued individual or company and the behaviours and attitudes of staff are key elements of improving customer experiences.
- Better organisation – make sure you have the right people, with the right skills in the right jobs.
- Greater employee motivation – with confidence comes motivation and engaged employees lead to improved retention rates and a stronger customer service culture.
- Improved bottom line – customers who are delighted with how they are both treated and valued engage more with organisations.
- Greater customer loyalty – the more satisfied your customers are the more loyal they will be and the more referrals they will make.
MEETING YOUR CUSTOMERS EXPECTATIONS IS NO LONGER ENOUGH, YOU MUST EXCEED THEM!
This course is a must from both a strategic and operational level if you want to either develop a customer service culture in your organisation, or to re-evaluate your existing customer service culture and practices. Additionally, if you need to improve your customer service ratings and don’t quite know where to start, this program will provide you with the information, skills and tools necessary to drive those ratings up.
Ideally suited to:
- CEOs and Senior Management
- Customer Service Managers
- Customer Service Support Staff
- Anyone interested in pursuing a career in customer service
- SME Business Owners
- Marketing and Sales Executives.