The Beyond Customer Service training course guides participants in transforming their organizations from being merely good to achieving greatness. Traditional marketing approaches have become outdated with the ever-evolving landscape of customer engagement driven by web technologies, peer reviews, and price comparison sites. This training course focuses on the need to shift from offering just excellent customer service to creating world-class customer experiences. In today's fast-paced, distraction-filled environment, businesses must focus on relationships, engagement, and building memorable customer experiences to remain competitive. The training course covers the latest strategies and models to help organizations thrive in this always-on, 24/7 marketplace.
Participants in this interactive five-day training will explore how to redefine customer value, tap into emotional and irrational sales models, and establish a distinct market space that fosters customer loyalty. The training course emphasizes the importance of crafting unique and sustainable customer experiences, going beyond traditional good service. By learning the latest scientific and management approaches, participants will be able to differentiate their organizations and carve out unique market positions. This training course equips them with the tools and techniques necessary to create a compelling and lasting impact on their customers.
By the end of the Beyond Customer Service training course, participants will be able to:
- Comprehend the true essence of customer value and how to deliver it effectively.
- Deeply understand customer expectations and anticipate their needs.
- Design and implement processes that provide consistent, sustainable customer value.
- Communicate clearly and persuasively across various channels with a unified message.
- Develop compelling strategies to create and retain long-term customer value.
This Energy Training Centre training course will significantly benefit:
- Managers
- Team Leaders
- Supervisors
- Technical Staff
- Team Supervisors
- Field Service Representatives
- Brand Managers
- Public Relation Professionals
- Frontline Customer Service Representatives (CSR)
Training Course Outline
- 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
- Forensic Questioning Skills
- Active Listening Skills
- Survey Design
- Market Segmentation Techniques
- Customer Personae
- Account Classification Techniques
- Building Compelling Value Propositions
- Persuasive Dialogue Techniques
- Getting Your Message Across
- Competitor Analysis Techniques
- Situational Analysis Tools
- Effective Customer Research Techniques