About Course

About the program

Beyond customer service refers to a level of service that goes above and beyond meeting the basic needs and expectations of customers. It implies delivering exceptional and memorable experiences that leave customers delighted and loyal.

The core of a beyond-expectation experience lies in the deeply understanding of customers as market and users’ needs are changing rapidly, based on which, businesses are able to solve pain points customers are facing, build relevant solutions to meet their demands and create outstanding experiences.

Program Objectives

• 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

Modules

Module 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?

Module 2: Meeting basic customer needs

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

Module 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.

Module 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.

Module 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.

CERTIFICATION

Upon successful completion of the training, participants will be awarded a certificate of course completion