CE
RT I F I E D
C-CSP
CUSTOMER SERVICE PERFORMANCE
v 1.0 2015
OF
A
L
PR
Customer Service Performance Framework
ESSION
Certified Customer Service Performance Professional 13 - 15 May| Istanbul, Turkey
Maximize your customers’ satisfaction by implementing a culture of Customer Service Performance.
Over the last 6 years, the team at The KPI Institute:
Documented 8,000+ KPIs from 16 functional areas and 25 industries; Reviewed 1,000+ performance reports from 125 countries; Referenced 30,000+ resources (books, articles, performance reports) as part of the documentation process; Developed 250+ KPI Dashboards and Balanced Scorecards.
With the insights gained we:
Assisted 28,000+ organizations in finding solutions for their KPI needs; Trained 2,500+ participants in 40+ countries on how to work rigorously with KPIs.
3 Key Business Benefits Deliver responsive and engaging services by implementing, sustaining and evaluating a culture of customer service performance in your own organization; Gain the recognition, loyalty and advocacy of your external and internal customers; Attain high quality standards and ensure the usage of relevant channels and instruments in your customer service. “I contacted The KPI Institute for an in-house training with my team. We found both the material and the way of explaining concepts by doing examples invaluable. I would also say that this is a great value for money if you want to build the competency within your organization.” Fahad A. AlFaadel, Saudi Food and Drug Authority, Saudi Arabia Info at: www.kpiinstute.org | office@kpiinstitute.org | AU: +61 3 9028 2223 | UAE: +971 4311 6556 | RO: +40 3 6942 6935
Course Overview
Course Overview In a highly competitive market, the quality of the organization’s customer service will determine the customers’ loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the essentials, enablers and evaluation tools of a performant customer service.
Customer service experts
Top/middle/lower customer service management people
Professionals interested in customer service
Acquire a high level of versatility that enables you to react and deal with a vast range of scenarios when working with and for the customers; Gain competitive advantage by capitalizing on good case practices and learning from worldwide customer service best practices; Improve your ability to evaluate your external and internal customers’ satisfaction and take into account their feedback, in order to ensure continuous improvement; Get professional recognition of your customer service knowledge and skills through a Certification granted by The KPI Institute.
Learning objectives Understand how to implement a customer service performance culture, strategy and working system in your organization; Develop the channels and tools needed to sustain a customer service performance culture; Create a systems thinking in customer service performance management; Learn how to fulfill your internal and external customers’ needs and expectations;
Registration Form
Entrepreneurs, analysts and professionals from different fields, that have to interact with customers in their respective work fields, will acquire the knowledge needed to understand customer behavior and responding standards. The networking opportunity and the possibility of sharing knowledge and personal experiences with other professionals from the customer service area constitutes an important aspect of this training course.
Attain a standardized approach for your services’ performance by designing a customer service strategy and system;
Course Fees
Individuals from top/middle/lower customer service management, regardless of their field of expertise, will be glad to discover in “Certified Customer Service Performance Professional” a training course especially designed to develop their customer service performance management skills. The course provides the tools and resources required for the effective design, implementation and evaluation of a customer service performance system within their organizations. Good case practices and new trends in the management of the customer service teams are discussed and analyzed.
Benefits
Facilitator
Individuals working with customers on a regular basis, regardless of their field of expertise or the organization’s profile will discover, through this course, the tools and resources required for the effective implementation, sustaining and evaluation of a customer service performance culture within their organization. By sharing good case practices in the field and models for standardizing the customer service function, the participants and the trainer will come up with solutions to the existing challenges within organizations.
+
Educational Resources
Participants profile
Agenda
This course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the importance and implementation phases for the customer service performance culture, but they will also be provided with the necessary tools and channels to implement it and measure its impact, both internally and externally.
Practice and improve the competencies required in different customer service settings: face-to-face, phone, writing service, upselling, cross-selling opportunities, as well as complaints handling.
www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional
2
Course Overview
Agenda
Customer service performance parameters The importance of customer service for the company’s image and future revenue streams; Customer service performance standards within the organization; Essentials, enablers and evaluation of the customer service performance; The customer service team and its members; The implementation, sustainment and evaluation of the customer service performance; Activity: Analyze the negative impact of the United Breaks Guitars campaign; Activity: Share outstanding vs. terrible customer service experiences.
Essentials Customer service system Customer service performance tools: Desired State of Evolution; Strategy Map; Scorecard; Dashboard; Portfolio of Initiatives; Customer service procedures; Customer service processes mapping and optimization; Steps in implementing a customer service performance system; Activity: Match the items to the relevant customer service system tools and implementation techniques; Activity: Define the standard procedure f or a given situation and map the process;
External vs. internal customer service Definition and profile of the customer; The difference between external and internal customer service; Customers’ focus, needs and expectations.
Customer service skills Definition and profile of the customer service professional Desired attitude and mindset; Excellent customer interaction skills; Business acumen; Cultural sensitivity; Stress management; Activity: Take a customer service selfassessment test.
Customer service in practice Face to face interactions; Online interactions; Activity: Role-play different situational interactions.
Evaluation Audit Customer service international standard: ISO 10002:2004; Customer Service Performance Maturity Model. KPI Scorecards Customer service KPIs overview and examples; Activity: Practice decision making based on a scorecard example. Metrics Dashboards Customer Service metrics overview and examples; Activity: Practice real time decision making based on a dashboard. Customer feedback Tools and techniques for measuring the customer’s satisfaction, loyalty and advocacy; Implementation of feedback generated by the customers; Activity: Design a 7 question customer satisfaction survey.
Customer service in practice Types of difficult customers; Handling complaints; Activity: Role-play different situational interactions. Review and certification exam Course review; Certification exam.
Registration Form
Enablers Channels Customer service performance interaction channels: Face to face, Online: web presence, e-mails, chats, social media and phone; Activity: Realize a SWOT analysis on different channels.
Technology Tools, software and technological enablers to sustain the customer service performance; Activity: Analyze US Airways’ IVR system.
Course Fees
Customer service in practice In-bound and out-bound phone calls; Upselling and cross-selling; Activity: Role-play different situational interactions.
Enablers Innovation The importance of encouraging and sustaining an innovative customer service; Activity: Analyze turn-time reduction for airplanes.
Facilitator
Essentials Customer Service Strategy Customer service direction, objectives, KPIs and projects; Alignment of the customer service with the organization’s mission, vision and values; Activity: Analyze Amazons’ strategy in terms of customer service; Activity: Define 1 goal and 3 objectives for your organization’s customer service.
Customer service culture Pillars of a customer service performance culture: Change management; Communication; Motivation; Transparency; Recognition; Activity: Analyze Zappos’ customer service culture-based company.
Day 3
Educational Resources
Day 2
Agenda
Day 1
Knowledge and Learning Knowledge base development; Data gathering, storage and update; Learning and making decisions based on experience. www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional
3
Pre-course
This part of the learning experience is meant to ensure a smooth transition to the faceto-face training. For a successful learning experience, it is highly recommended to take the following steps: Introduction – share an introduction message to present yourself to the other participants in an online group;
Guidance and schedule – read a document presenting guidelines on how to maximize your learning experience, as well as a recommended learning schedule; Further reading – analyze several materials, including information about the history and development of the discipline;
Mystery client – conduct a secret service audit of your company and create a report with the findings; Additional video – watch a video and answer to 3 questions.
Core course
During the three days of face to face training, the course is designed to facilitate experiential learning and ensure a high level of interactivity. Exercises used to enhance the development of competencies range from simple discussions and case studies to simulations and the elaboration of supporting tools for customer service performance. The learning experience consists in: Applying concepts in practical exercises;
Sharing experiences and best practices; Evaluating participants’ knowledge, through short quizzes to support the final test.
After-course
The learning process is not finalized when the face to face training course ends. For a continuous learning experience, we encourage you to take the following steps:
Inclusions Course materials: Course slides; Course notes.
Participants will receive the Customer Service Toolkit, which consists of templates for: Customer service process mapping; Customer satisfaction survey; Customer service standard operation procedure; Dashboard and Scorecard; Portfolio of Initiatives; KPI documentation forms.
Subscription to smartKPIs.com for 6 months, providing access to over 8000 KPI examples; One research report from the Top 25 KPIs series; One webinar from the 2014 Performance Management Webinar Series.
Course Fees
Synchronized learning – participate in a 180 minutes synchronized sharing session, as well as in 120 minutes of synchronized training, where you can focus on your experience of implementing the Customer Service Performance culture in your organizations. The objective is to offer solutions to the challenges you face in the process; Knowledge retention – take a self-assessment quiz, 2 weeks after the course, in order to see how much information you have retained.
The Certification exam will take place at the end of the 3rd day of training. It contains 75 questions and the necessary score to pass is minimum 50.
Facilitator
Developing systems and tools to facilitate the implementation of a Customer Service Performance Culture;
At the end of the training course, participants have the opportunity to obtain the Certified Customer Service Performance Professional status, a premier global certification program dedicated to outstanding customer service performance practice, after successfully completing a certification exam.
Educational Resources
Movie recommendation – watch and write main learning points from the movie “ A five star life”, which will constitute a starting point for a discussion related to Customer Service auditing standards;
Evaluation
Agenda
Pre-course evaluation – fill in a need analysis and a short quiz to establish the current level of knowledge and to share your expectations. As a part of this self-evaluation, you can establish personal learning objectives for this training course;
Course Overview
Learning experience
Educational Resources The KPI Infographic; Registration Form
The qualitative reports Performance Management in 2012 and Performance Management in 2013; Webinar: the “Customer service performance” webinar is a starting point to understanding the main pillars of the dedicated architecture. www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional
4
Course Overview
Facilitator Maria Desmons-Macrea
Customer Experience Practice Manager
Passionate about performance management, she is currently developing a model that will facilitate the successful implementation of a Customer Service Excellence Culture. Maria was involved in several international projects collaborating with organizations, such as Mission Hills Group, Shenzhen Managers’ College, PDV Power International, Shenzhen - China Local Government or Friedrich Ebert Stiftung.
Maria was awarded the Trainer of the Year by the Mission Hills Group in 2011. She was also a guest-speaker in conferences and symposiums on Leadership and Women’s Entrepreneurship. The educational background in Political Science and Economics was successfully completed by the attendance to different training and certification seminars, such as: Certified KPI Professional, Developing Innovative Ideas for New Companies, Leadership, Project Management, Train of Trainers etc.
Perviz Aslani, EMBAWOOD, Azerbaijan
“Very dynamic and interactive course; knowledgeable and approachable course facilitator.” Arturo Cruz, Abu Dhabi Aviation, UAE Educational Resources
As a trainer, Maria delivered 1000+ training hours on Cross-cultural management, Business etiquette, Communication skills, Customer Service in Hospitality, Local Politics or Motivation in various parts of the world such as China, Sweden and Romania.
“This is one of the best programs regarding performance management, I have ever attended. I highly recommend this training for any manager who wants to manage his/her business in the right way.” Agenda
Maria Desmons-Macrea is Customer Experience Practice Manager at The KPI Institute, with 7+ years of experience in designing and delivering training programs, and 4+years in working in the Customer Service Management field.
Testimonials
“I would rate the training 10 out of 10 and highly recommend it to others. The facilitator managed to get excellent group interaction right from the beginning, the course was interesting, informative and very well presented.” Mohamed Salah El-Dein, Salehiya Medical, Saudi Arabia
Facilitator
“(…) I gained knowledge about the terms of performance management and the essential tools for a company to use in order to achieve its goals. I will spend a great effort to integrate this methodology in my company.” Ayhan Aydoğmuş, Roketsan, Turkey
Training Courses Catalogue 2015 Course Fees
The KPI Institute offers a broad set of training courses customized to specific functional areas, industries or topics related to performance management. Access the Training Courses Catalogue below for the complete training offer.
www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional
Registration Form
The KPI Institute is the global authority on Key Performance Indicators (KPIs) research and education, providing through its publications and training courses insights on how to measure and learn with KPIs. It developed the first KPI Management Framework and operates several research programs dedicated to performance management, strategy, Balanced Scorecard and Key Performance Indicators. It operates smartKPIs.com, the result of the research program dedicated to documenting and cataloguing how KPIs are used in practice, an online portal containing the largest collection of well documented KPI examples, supported by a community of tens of thousands of members.
5
Course Overview
Course Fees Course Date
General Fee
The KPI Institute Early Members Bird 1
13 - 15 May
$3,000 USD
$2,900 USD
$2,650 USD by February 13th
Early Bird 2
2 or More Participants
Registration Deadline
$2,800 USD by April 13th
$2,500 USD
8 May
*The course fee includes course materials, lunch and coffee breaks.
Accommodation
Gezi Hotel Bosphorus, Mete Cad. No 34, Taksim, Istanbul, Turkey
Accommodation is not covered by the attendance fee and it needs to be arranged separately by participants.
For more details visit:
Agenda
Venue
The KPI Insitute Store Official Course Webpage
Our dedicated team can provide you with assistance, information and guidance to help you plan your next training course and ensure you enjoy the services and comfort at a first class hotel.
Follow us on:
We invite you to contact the event manager to enquire about special rates from the venue.
/smartKPIs
/the-kpi-institute Educational Resources
/kpiinstitute
Organize this training course in-house Facilitator
If you have a group of five or more to train you can save time and money by running this training course in-house. Use the contact details provided below to request a customized offer from one of our training solution specialists.
Headquarters
Middle East Division
Sibiu City Center Somesului Street, No. 3 - 550003 Sibiu, Romania T: +40 3 6942 6935 M: +40 7 4706 0997 office@kpiinstitute.org
Life.lab Building 198 Harbour Esplanade, Suite 606, Melbourne Docklands, VIC 3008, Australia T: +61 3 9028 2223 M: +61 4 2456 8088 office@kpiinstitute.org
The Fairmont Dubai Suite 13 - Office 2103, 21st Floor, Sheikh Zayed Road, PO BOX 119724, Dubai, UAE T: +971 4311 6556 M: +971 55 787 6427 office@kpiinstitute.org
Sibiu Office
Melbourne Office
Course Fees
European Division
Dubai Office
Registration Form
www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional
6
Course Overview
Registration 3 ways to register: Online
Registration form *Please fill out all the fields below
store.kpiinstitute.org
Direct contact
Title First name
Teodora Gorski teo.gorski@kpiinstitute.com T: +971 4311 6556
Telephone
Registration form Use one of the following options: Complete this form and fax it to our Dubai Office at: +971 4332 8810 Email us with your registration details
Credit card 1. Fill in and submit the registration form available online at store.kpiinstitute.org 2. Pay by credit card using the online facility; 3. A tax invoice together with the registration confirmation will be sent to you via email (after the attendance fee payment is confirmed).
1. Send an email containing your contact details and registration request; 2. An email confirmation containing the tax invoice and bank account details will be sent to you; 3. Proceed with the attendance fee payment by bank transfer;
5. A tax receipt together with the registration confirmation will be sent to you via email (after the attendance fee payment is confirmed).
Job title Department Organization
Organization size
Industry Address
City
State / Province
Country
Postal Code
How did you hear about us?
Registration cancellation procedure Any withdrawals have to be announced at least two weeks before the beginning of the course, through fax or e-mail. In this situation, the attendance fee will be refunded, less $400 retained for administrative expenditure. The attendance fee will not be refunded if the withdrawal from the course takes place less than 2 weeks before its start date. If you find yourself in the impossibility to attend the course after the registration process is already completed you may delegate another person to attend the course in your place without any further fees charged. If you have confirmed and made the attendance fee payment but you didn’t attend the course, the course attendance fee will not be refunded.
Registration Form
4. Send through email the proof of the payment transaction completion;
Date of training course
Course Fees
Bank transfer
Training course
Facilitator
Payment:
Educational Resources
Alexandru Muntean alex.muntean@kpiinstitute.com M: +40 7 4706 0997
Last name
Agenda
Call us and we will assist you through the registration process.
If you attend the course only partially (one day or a limited number of sessions), you will not benefit from any attendance fee reduction or refund.
www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional
7