Beyond Customer Service Training Course

INTRODUCTION

In today's hyper-connected world, where technology has revolutionized how customers interact with businesses, traditional customer service approaches no longer suffice. The competitive battleground has shifted to delivering exceptional customer experiences that go beyond mere satisfaction to create lasting impressions and brand loyalty. This training course on Beyond Customer Service is created to equip participants with the advanced skills and strategies necessary to elevate their organization from simply providing good customer service to creating extraordinary customer experiences that resonate with today's discerning consumers. This comprehensive Beyond Customer Service course will explore the latest trends, models, and scientific approaches to customer engagement, focusing on how businesses can carve out a unique, market-defining space in an "always-on" competitive landscape. Participants will learn how to build meaningful relationships with customers, create compelling brand narratives, and design experiences that not only meet but exceed customer expectations. By the end of Beyond Customer Service course, you will be ready to transform your customer service approach into a strategic asset that drives growth and customer loyalty.

COURSE HIGHLIGHTS

• Understanding Modern Customer Expectations: Delve into the psychology of today's customers and learn why traditional service models are no longer enough.
• Value as a Personal Concept: Explore the concept of value from the customer's perspective and learn how to consistently deliver it.
• Emotional and Irrational Sales Models: Understand the role of emotions in customer decision-making and how to leverage them effectively.
• Creating World-Class Customer Experiences: Learn techniques to design and deliver experiences that get customers talking and coming back for more.

OBJECTIVES

By the end of this Beyond Customer Service training course, participants will be able to:

• Gain a deep understanding of what constitutes value from a customer's viewpoint and how to deliver it consistently.
• Develop a clear understanding of customer psychology to better meet their needs and expectations.
• Implement systems and processes that ensure continuous delivery of unique and sustainable customer value.
• Communicate effectively across multiple channels with a consistent and compelling brand voice.
• Create actionable strategies to differentiate your organization and secure a competitive advantage through superior customer experiences.

DURATION

5 Days

WHO SHOULD ATTEND

This Beyond Customer Service course is essential for professionals who are passionate about customer retention and business growth. It is particularly beneficial for:

• Managers
• Team Leaders
• Supervisors
• Professionals
• Technical Staff
• Key Account Managers
• Brand Managers
• Public Relations Professionals
• Frontline Customer Service Representatives (CSR)

COURSE CONTENT

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

• Exploring the Subjectivity of Quality: Understanding that quality is perceived differently by each customer.
• The Pursuit of Value: What value really means and how to create it repeatedly.
• Inside the Mind of the Customer: Uncovering the truths and lies that influence customer decisions.
• Behavioral Economics: The surprising role of emotions and irrationality in customer choices.
• Understanding the Values "Iceberg": The hidden factors that drive customer behavior.

Module 2: Value Creation, Skills, and Tools: How to create relevance, compliance, and value?

• Mastering Forensic Questioning Skills: Asking the right questions to uncover customer needs.
• Enhancing Active Listening Skills: Truly understanding what your customers are saying.
• Designing Effective Surveys: Gathering actionable insights from customer feedback.
• The Science of Persuasion: Techniques to influence and persuade customers.
• Understanding Customer Personality Types: Tailoring your approach to different customer personas.

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

• Market Segmentation Techniques: Identifying and targeting distinct customer segments.
• Developing Customer Personas: Creating detailed profiles to better understand your audience.
• Account Classification Techniques: Prioritizing customers based on their value to the organization.
• Customer Lifetime Value (CLV) Analysis: Strategies to maximize the long-term value of each customer.

Module 4: Value Capture: Getting Paid What You Are Worth

• Building Compelling Value Propositions: Clearly articulating the value your organization offers.
• Mastering Persuasive Dialogue Techniques: Communicating your value effectively.
• Leveraging Social Media: Tools and techniques to excel in a social world.
• Handling Difficult Customers: Strategies for managing challenging interactions.
• Building Quantified Brand Propositions: Demonstrating your brand's worth with concrete metrics.

Module 5: Bringing It All Together: Creating an Actionable Customer Service Plan Going Forward

• Competitor Analysis Techniques: Understanding where your competition stands.
• Situational Analysis Tools: Assessing the current state of your customer service.
• Effective Customer Research Techniques: Gathering data to inform your strategy.
• Creating a Sustainable Customer Service Plan: Designing a roadmap for continuous improvement.
• Tools, Methods, and Checklists: Practical resources to ensure you stay on track.

GENERAL NOTES

• The course is delivered by seasoned trainers with extensive experience in their respective fields, using a blend of practical activities, theory, group work, and case studies.
• Participants will receive comprehensive training manuals and additional reference materials.
• Upon successful completion of this course, participants will be awarded a certificate.
• We also offer tailor-made courses to meet specific organizational needs. Contact us to learn more: training@skillsforafrica.org
• The training will take place at the Skills for Africa Training Institute in Nairobi, Kenya.
• The training fee includes tuition, materials, lunch, and venue costs. Accommodation and airport transfer can be arranged upon request.
• Payment should be made to our bank account before the start of training, with proof of payment sent to training@skillsforafrica.org.