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CUSTOMER SERVICE PERFORMANCE
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Customer Service Performance Framework
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Certified Customer Service Performance Professional Kuala Lumpur, Malaysia 2015 editions: 6 - 8 May 28 - 30 October
Recover up to 100% of training costs via the Human Resources Development Fund The HRDF starts the up-skilling of Malaysian workforce by allowing employers to receive financial assistance up to 100% to cover the training cost incurred, at both regional and international level. For terms and conditions please refer to page 6. Maximize your customers’ satisfaction, loyalty and advocacy by enhancing your Customer Service Performance!
Over the last 6 years, The KPI Institute team focused on developing an integrated framework for improving your organization’s performance in Customer Service. This effort resulted in: A database of 138 Customer Service KPIs; A database of over 1000 KPIs from industries where Customer Service is vital (call centers, hotels, restaurants, retail etc.) Tens of articles and other research materials on customer service, published on PERFORMANCE Magazine; A comprehensive collection of customer satisfaction surveys, with our experts’ comments; The toolkit necessary to facilitate the performance in your organization’s customer service.
3 Key Business Benefits Deliver responsive and engaging services by implementing, sustaining and evaluating an architecture of customer service performance in your own organization; Gain the recognition, loyalty and advocacy of your external and internal customers; Attain high behavioral 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.kpiinstitute.org | AU: +61 3 9028 2223 | UAE: +971 4 311 6556 | MY: +60 3 2742 1357 | RO: +40 3 6942 6935
Course Overview
Course Overview In a highly competitive market, the quality of the organization’s customer service will determine customers’ satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the entities, essentials, enablers and evaluation tools involved in 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 customer service performance; Create a systems thinking in customer service performance management; Learn how to fulfill your internal and external customers’ needs and expectations;
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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’ by implementing a customer service performance strategy and system;
Course Fees
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.
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.
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Educational Resources
Participants profile
Agenda
The course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the important role played by all the entities involved in the process, but they will also become familiar with the implementation phases of a customer service performance management architecture. Furthermore, they will be provided with the necessary tools and channels to enhance performance and measure its impact, both internally and externally.
Practice and improve the competencies required in different customer service settings: face-to-face, over the phone and difficult customers’ handling.
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Course Overview
Agenda
Customer Service Performance Overview and Importance 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 a good and a bad customer service - case practice; Activity: Share outstanding vs. terrible customer service experiences.
Essentials of Performance Management 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 Zappos’ strategy in terms of customer service. Customer Service System Customer service performance tools: Desired State of Evolution; Strategy Map; Scorecard; Dashboard; KPI documentation & report forms; Portfolio of Initiatives. Activity: Allocate the relevant Customer Service KPIs on a Scorecard; Activity: Match the items to the relevant customer service system tools and implementation techniques; Activity: Document the “% Customer satisfaction” KPI. Customer Service Performance Culture Pillars of a customer service performance culture: Change management; Communication; Motivation; Gamification; Recognition. Activity: Analyze different good case practices for the customer service employees’ engagement.
The Customer: External vs. Internal Customer Service Definition and profile of the customer; The difference between external and internal customer service; Customers’ focus, needs and expectations; Difficult customers’ typologies and solutions.
Customer Service Performance Review Performance Management review meetings; Scorecard evaluation & decision making; Dashboard evaluation & decision making; Activity: Practice real time decision making based on Customer Service scorecard and dashboards examples. Customer Feedback Tools and techniques for measuring the customer’s satisfaction, loyalty and advocacy; Implementation of the feedback generated by the customers; NPS data collection and KPI calculation; Activity: Design a 5 question customer satisfaction survey. Review and Certification Exam Course review; Certification Exam.
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Course Fees
Customer Service in Practice Handling complaints; Customer Service International standard: ISO 10002:2004; Activity: Role-play different situational interactions. i. Face to face interactions; ii. Telephone interactions;
Customer Service Performance Enablers Channels Customer service performance interaction channels: Face to face; Online: web presence, e-mails, chats, social media; Phone. Activity: Realize a SWOT analysis on a communication channel. Knowledge and Learning Knowledge base development and CRMs; Data gathering, storage and update; Learning and taking decisions based on experience. Innovation The importance of encouraging and sustaining an innovative customer service; Activity: Analyze Amazon’s Dash innovation device. Technology Tools, software and technological enablers to sustain the customer service performance; Activity: Analyze US Airways’ automatic call distributor system and IVR system.
Evaluation Audit of the Customer Service Performance Maturity Customer Service Performance Maturity Model; Activity: Fill in the Customer Service Performance Maturity Model questionnaire.
Facilitator
The Customer Service Professional Definition and profile of the customer service professional: i. Desired attitude and mindset; ii. Excellent customer interaction skills; iii. Business acumen; iv. Cultural sensitivity; v. Stress management. Activity: Solve different practical exercises.
Day 3
Educational Resources
Day 2
Agenda
Day 1
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:
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 practical usage of supporting tools for customer service performance. The learning experience consists in: Applying concepts in practical exercises; Developing systems and tools to facilitate the implementation of a Customer Service Performance management architecture; Sharing experiences and best practices; Evaluating participants’ knowledge, through short quizzes to support the final test.
The certification process is finalized only when you complete all of the 3 stages of the learning experience. Nonetheless, you will receive a: Certificate of Completion: after completing pre-course activities and passing the Certification Exam; Certificate of Attendance: after participating at the 3 days of onsite training course; Certified Customer Service Performance Professional diploma: after you have successfully completed all of the 3 stages of the learning experience. We strongly recommend that you obtain the Certified Customer Service Professional title, as this endorses your skills and knowledge related to this field.
Educational Resources
Core course
Evaluation
Agenda
Introduction – share an introduction message to present yourself to the other participants in an online group; 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; 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; 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; Mystery client – conduct a secret service audit of your company and create a report with the findings; Additional video – watch a video and start a discussion on the online learning platform.
Course Overview
Learning experience
Inclusions Course materials: Course slides; Course notes.
continuous learning experience, we encourage you to take the following steps:
Educational Resources
the learning experience and offers you insights in how to implement a performance management architecture in your organization’s customer service department, by teaching you best techniques to select KPIS
Premium Subscription on smartKPIs.com available for 6 months, providing access to 500 fully documented KPIs and over 20.000 KPIs enlisted One research report from the Top 25 KPIs series; Free access to all webinars from the 2014 Performance Management series for 3 months.
www.kpiinstitute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional
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Registration Form
The KPI Infographic; The qualitative reports Performance Management in 2012 and Performance Management in 2013; Webinar: The “KPIs selection techniques” webinar will enable you to continue
Customer service process mapping; Customer Service Performance Maturity Model questionnaire; Customer service standard operation procedure; Dashboard and Scorecard; Portfolio of Initiatives; KPI documentation forms.
Course Fees
Action plan – submit a plan to state the changes you intend to make in your department or organization in terms of Customer Service Performance implementation 3 days after the training course; KPIs selection techniques – watch a 45 minutes webinar explaining the next steps after deciding to implement a Customer Service Performance architecture in your organization. Learn how to select the right KPIs and get insights from best case practices In-house presentation – submit a PowerPoint presentation that you will deliver within the organization on key topics covered during the training course, 3 weeks after the end date of the course. Additional reading – access a list of resources (books, articles and videos) in order to continue your learning experience.
Facilitator
Participants will receive the Customer Service Toolkit, which consists of After-course The learning process is not finalized when the face to face training course ends. For a templates or examples for:
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.
Gavin Haberfield, Department of Treasury and Finance, Australia
“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.” Perviz Aslani, EMBAWOOD, Azerbaijan
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.
“Particularly adept at building and sharing knowledge... creativity, research and exemplary stakeholder management skills were essential to success.”
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
“A powerful insight into your hidden potential that can drive you to a high level of excellence.” Alassane B. Ndiaye, Qalinca, Belgium
Facilitator
“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
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.kpiinstitute.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.
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Course Overview
Course Fees Course Date
General Fee
The KPI Institute Early Members Bird 1
6 - 8 May
$2,990 USD
$2,890 USD
28 - 30 October
$2,990 USD
$2,890 USD
Early Bird 2
2 or More Participants
Registration Deadline
$2,590 USD by February 6th
$2,790 USD by April 6th
$2,450 USD
1 May
$2,590 USD by July 28th
$2,790 USD $2,450 USD by September 28th
23 October
Venue
Accommodation
Istana Hotel, 73, Jalan Raja Chulan, Kuala Lumpur, Malaysia
Accommodation is not covered by the attendance fee and it needs to be arranged separately by participants.
Organize this training course in-house
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.
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For more details visit: The KPI Institute Store Official Course Webpage
Educational Resources
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.
Agenda
*The course fee includes course materials, lunch and coffee breaks.
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Human Resources Development Fund (HRDF) Information Facilitator
The HRDF starts the up-skilling of Malaysian workforce by allowing employers to receive financial assistance up to 100% to cover the training cost incurred, at both regional and international level. The increasing number of requests for performance improvement projects within your region has upgraded our services offering, bringing you the opportunity to acquire both the theoretical knowledge and practical skills for working with KPIs, now available to you through the HRDF program! You can claim from the HRDF the following:
Course Fees
Course fees Daily allowance: should cover participants’ meals, land transportation & accommodation Airfare (If applicable)
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Sibiu City Center Somesului Street, No. 3 - 550003 Sibiu, Romania T: +40 3 6942 6935 M: +40 7 4706 0997 office@kpiinstitute.org
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Sibiu Office
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Registration Form
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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
Oana Gavril oana.gavril@kpiinstitute.com M: +60 11 3303 2135
Telephone Email Training course
Educational Resources
Sasikala Annamalai sasikala.annamalai@kpiinstitute.com T: +60 3 2742 1357
Last name
Agenda
Call us and we will assist you through the registration process.
Date of training course
Registration form Use one of the following options: Complete this form and fax it to our Australian Office at: +61 3 8395 6544 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).
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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;
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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.
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