About Course

Beyond Customer Service Training | Kenya

Category: Customer Experience and Communication Training

Overview

The Expedition

About the program

The Beyond Customer Service Training program teaches you how to create exceptional and memorable customer experiences that build lasting loyalty. Participants will learn to understand customer needs deeply in today’s fast-changing market and develop strategies to solve pain points with innovative solutions.

Through this training, you will master how to create sustainable value by building effective processes and communicating consistently across multiple channels. Whether you join virtually or in person, you’ll receive certification upon completion that validates your expertise in delivering superior customer experiences.

Program Objectives

By the end of the Beyond Customer Service Training, participants will be able to:

Understand what the true meaning of value is.
Truly understand the mind of the customer; what does he want?
Learn how to build processes and systems that deliver sustainable and unique customer value over and over again.
Learn how to communicate, using a common, compelling “voice” across multi-channels and media.
Learn how to be compelling and how to create and then capture sustainable value.

Target Audience

Managers.
Team Leaders.
Technical Staff.
Team Supervisors.
Department Managers

Training Period

Classroom: 5 Days
Online: 7 Days

Training Modules

1: Quality, Value and Customer Experience: What do they want (and why do they want it)?

Quality is in the Eye of the Payer.
The Pursuit of Value, what is it (really)? How do we create it?
Inside the Mind of the Customer – Truth and Lies.
Inside the Mind of the Customer – The Irrational Purchaser.
Inside the Mind of the Customer – Why “Do nothing” is such a powerful driver?

2: Meeting basic customer needs

Identifying common customer expectations.
Going beyond expectations.
Case studies of businesses excelling in customer service.
Creating exceptional interactions.

3: Techniques: They may all be important, but they are not the same

Market Segmentation Techniques.
Customer Personae.
Account Classification Techniques.
Finding your Client “Voice” by segment.
“Keep them forever” – Customer Lifetime Value (CLV) Analysis.

4: value Capture: Getting Paid what you are worth.

Dialogue Techniques.
Getting Your Dealing with Difficult Situations.
Persuasive Message Across.
Getting Social Building – Tools and Techniques for Customer Excellence in a Social World.
Handling Awkward Customers.
Compelling Value Propositions.

5: Bringing It All Together: Creating an actionable Customer Service Plan going forward.

Competitor Analysis Techniques.
Situational Analysis Tools.
Effective Customer Research Techniques.
Creating an Actionable, Sustainable Customer Service Plan.
Tools, Methods, Systems and Checklists to Stay on Track.
Summary and Close.

Delivery Method

This program is taught through a mix of practical activities, theory, group work and case studies. Training manuals and additional reference materials are provided to the participants.