Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
In-House Training
Excellence in Training
CS13E
Customer Engagement Strategy Establish successful framework to achieve the highest level of customer engagement.
Overview
Primary Objectives & Benefits
The program will identify, highlight and quantify any gaps between current practice and target levels. Having identified
gaps, participants will deliver robust understanding of how to achieve and exceed target levels for customer care and engagement. Through the focus on management and
complaint handling practices attendees will also establish a framework for the strategic and tactical management of the customer journey
whilst
testing
its
weaknesses
and
opportunities to strengthen its ability to operate smoothly under pressure.
This workshop will help participants to: 1. Know, understand and apply the SERVQUAL and RATER models.
2. Know, understand and apply the ‘Moments of Truth’ analysis model (MOT). 3. Identify and document existing customer journeys and to highlight known points of weakness and opportunities for improvement. 4. Know, understand and apply ISO9001 quality management principles and methods to the provision of customer care and engagement. 5. Learn effective practices for managing the customer journey.
Who Should Attend? Anyone involved in the management or delivery of customer service. Directors, Managers, Supervisors, front-line delivery staff will all benefit from the participative and challenging program.
6. Establish best practice customer care & engagement processes, systems, procedures, behaviors and cultures.
7. Learn, understand and apply a range of approaches in the area of customer engagement for the benefit of the organization and of the customer. 8. Know, understand and apply the “7 Star Customer Service” model, approach and culture within your organization. 9. Know, understand and apply highly effective and positive communication tools, models, techniques and skills for handling questions, queries, complaints and objections.
Excellence in Training
CS13E
Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
Customer Engagement Strategy Establish successful framework to achieve the highest level of customer engagement.
Module 1 - Core Principals Of Customer Care & Engagement The customer is always right”?
Module 2 - Customer Engagement What is customer engagement?
Customers - clients - influencers
Establishing a relevant framework
Differentiation and where it takes us Delivering to expectations & exceeding them
Sincere curiosity and care
Module 3 - The Customer Journey Case studies - current journey mapping
SWOT analysis for the case study journeys Moments of truth analysis (MOT)
Customer care and engagement linked How can we truly engage for organizational and customer benefit?
Module 4 - SERVQUAL & RATER - A Quality Management Framework The background of SERVQUAL & RATER Identification of relevant principles in model
Messages for you from these models
The MBLSS strategic planning model
A priority list for potential action
Learnings from this module
Module 5 - Delivery Of Customer Care In Your Organization Making “7 star customer care” a reality
Informing customer care strategy through customer engagement Converting complaints into opportunities to evidence care and engagement
Module 6 - Managing & Improving The Customer Journey & Customer Care Standards Managing process and people
Establishing a customer care culture Strategic customer engagement models Outstanding customer care by default Best practice examples of customer care
Program Highlight Duration: 3 days Date: To be Agreed with the Client Organization Timing: 8:30 am to 2:30 pm daily Venue: Suitable & fully equipped venue (to be provided by Customer) Notice required: 10 working days
Language: English or Arabic Material: Participants will be provided with high quality handouts Certificates: Certificates of Achievement shall be provided to participants upon successful attendance of the training program Fees: Inclusive of facilitator’s fees, materials and certificates