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
IK02E
Customer Service Innovation
Acquire a real competitive advantage through innovation by developing better knowledge of your customers and their needs
Overview This program covers knowledge and application skills in
understanding the importance of customer service innovation and the methods and opportunities that are available for participants to generate ideas that contribute to customer service innovation. Attendees of the program will learn how to better understand customer experiences, develop deeper customer insights, and diffuse customer learning throughout the organization. Participants will discuss strategies for reducing the knowing-doing gap and
building a customer-centric culture.
Who Should Attend?
Customer service representatives Sales and post-sales representatives Customer complaints employees Any CRM user
Primary Objectives & Benefits This workshop will help participants to: 1. Enhance customer service by building an effective CRM. 2. Optimize the CRM implementation through employee engagement. 3. Acquire a real competitive advantage through innovation by developing better knowledge of clients and their needs. 4. Learn and practice how to listen to your customer complaints and how to efficiently respond to them and solve their problems. 5. Develop and apply character servicing techniques.
6. Transform the difficult situations into positive actions. 7. Turn standard services into memorable experiences through innovation. 8. Stay ahead of the curve of customer service in a digital world.
Excellence in Training
IK02E
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 Service Innovation
Acquire a real competitive advantage through innovation by developing better knowledge of your customers and their needs
Module 1 - Client Relationship Management
Module 2 - Excellence In Customer Service
What is CRM and why do we need it? The 3 main pillars of CRM The objectives of CRM strategy The benefits of CRM Out of the box customer service through CRM
Module 3 - Effective Communication Skills
The communication process The barriers to effective communication Types of communication The art of questioning Telephone skills and active listening
Customer satisfaction and retention The cost of losing a customer Building a customer focused culture The importance of life time value “LTV” Creating an Experience Driven Culture
Module 4 - Discovering Self And Others Discovering the 4 personality types Discovering your personality type (DISC)
Deal with the different personality types Recognizing the strengths and weaknesses
The importance of first impressions
Module 5 - Handling Customer Complaints
Module 6 - Innovation In Customer Service
Why do customers complain? Handling complaints process Different types of complainers Solving complaints creatively 5-step problem solving model
7 Customer Service Trends Innovations improving customer service Customer service in a digital world Customer service innovation loop Innovation and the customer experience
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 Completion shall be provided to participants upon successful attendance of the training program Fees: Inclusive of facilitator’s fees, materials and certificates