Customer Service as a Strategic Internal and External Business Partner

Objective:
• Equip participants with the knowledge and skills to understand customer service as a strategic function within an organization.
• Provide strategies for effectively managing both internal and external customer relationships.
• Foster a customer-centric culture that enhances business success and sustainability.
Course Content:
Understanding Customer Service as a Strategic Function
• Define the role of customer service in business strategy.
• Importance of aligning customer service goals with organizational objectives.
Internal Customer Relationships
• Building strong relationships with colleagues and other departments.
• Effective communication and collaboration within the organization.
External Customer Relationships
• Understanding customer needs and expectations.
• Strategies for delivering exceptional customer experiences.
Customer Service Strategies and Best Practices
• Developing customer service standards and protocols.
• Continuous improvement in customer service delivery.
Customer Feedback and Satisfaction
• Techniques for gathering customer feedback.
• Implementing improvements based on customer insights.
Measuring Customer Service Success
• Key performance indicators (KPIs) for customer service.
• Using data to drive decision-making and improve service.
Conflict Resolution and Handling Difficult Customers
• Strategies for managing conflicts and resolving issues.
• Dealing with challenging customer interactions.
Building a Customer-Centric Culture
• Creating a culture focused on customer satisfaction and loyalty.
• Empowering employees to deliver exceptional service.
Technology and Tools for Customer Service
• Utilizing customer relationship management (CRM) systems.
• Implementing digital tools to enhance customer interactions.
Leadership and Training in Customer Service
• Role of leadership in promoting customer-centric values.
• Training programs to develop customer service skills.
Ethics and Professionalism in Customer Service
• Maintaining ethical standards in customer interactions.
• Professional behavior and etiquette in customer service.

FOR WHOM:
Marketing & Sales Personnel

Methodology
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities.

DATE:
1ST BATCH: 16th – 19th July, 2024
2ND BATCH: 17th – 20th Dec, 2024