Customer Service Excellence (CuSE)

The key aspect to the success of all businesses usually lies in the experience of customers. Whether it is an internal or external client, they are the main reason that you are still in business. Your duty is to serve your customers to the best of your ability ensuring that they have a defining experience.

Make an extra effort to leave a positive impression when engaging with prospect even when you are not getting the contract or job. Explore the reasons that are holding back your prospects, make a deliberate effort to understand their concerns and accept them with grace. The decision you make to treat your customers with class and exceed their expectation will be the key factor to building a loyal customer base to drive growth and overcome adversity on the long run.

Course Objective
Customer Service Excellence (CuSE) is a 1-Day workshop designed for Anyone dealing with either internal or external customer to educate them on the importance of customer service excellence.
Course Duration
8 hours / 1-Day
Course Outline
MODULE 1INTRODUCTION TO CUSTOMER SERVICE  

  • What is a Customer?
  • Creating Value for Customers
  • Definition of Customer Service
    • MODULE 2:UNDERSTANDING CUSTOMER BEHAVIOUR  

  • Different Types of Customer Behaviour
  • Building Customer Loyalty
    • MODULE 3:INTRODUCTION TO CUSTOMER BEHAVIOURAL ANALYTICS  

  • What is Data Analytics?
  • How Analytics Decode Customer Behaviour
  • Pros and Cons of Customer Behavioural Analytics
    • MODULE 4:MANAGING CUSTOMER EXPECTATION  

  • What is Customer Expectation?
  • Understand Customer’s Expectation
  • Strategies to Identify Customer Needs
    • MODULE 5:WHAT IS SERVCE EXCELLENCE?  

  • Importance of Service Excellence
  • Customer Service vs Service Excellence
  • Achieving Service Excellence
    • MODULE 6:SERVICE EXCELLENCE FRAMEWORK  

  • What is a Service Excellence Framework?
  • Importance of a Service Excellence Framework
  • Components of Service Excellence Framework
    •
    Pre-Requisite
    NA
    Examination
    NA
    Certification
    Participants will be awarded a Certificate of Completion upon completing the course and fulfilling all course requirements
    Who Will Benefit from the Course
    Customer Service Excellence (CuSE) is designed for anyone who have little or no understanding, knowledge of, or experience in Customer Service and would like the opportunity to learn in a supportive and encouraging environment. Class is limited to 20 participants as hands-on sessions and real-time demonstration is expected.