Customer Service Excellence Program
The Customer Service Excellence Program is designed to equip participants with essential skills and knowledge to deliver exceptional customer service experiences. This program focuses on practical techniques, strategies, and best practices to enhance customer satisfaction and loyalty in various business environments.
Virtual classes | 12 Week(s) | FEE: Ksh 70000 / USD 700
Application Deadline: 7th October 2024
Want to upskill?
Enroll today in our Customer Service Excellence Program to elevate and expand your expertise.
Program Fee
70000 / USD 700
Duration
12 Week(s)
Study Mode
Virtual classes
Introduction
The Customer Service Excellence Program provides participants with a comprehensive understanding of the principles and practices that drive exceptional customer service. By blending theoretical knowledge with practical application, this program empowers individuals to create memorable customer experiences, effectively handle challenges, and foster lasting relationships with clients. Through interactive sessions and real-world scenarios, participants will develop the skills necessary to navigate the evolving landscape of customer expectations and organizational needs, ultimately contributing to their organization's success.
Application Process
Register
Submit your registration by filling in the form online.
Make Payments
Receive Invoice upon registration and make payments.
Join program
Choose a mode of study and attend course.
Program Prerequisites
- No formal prerequisites; however, a basic understanding of business operations is beneficial.
- Participants should have a willingness to engage and learn.
Program Modules
- Understanding the role of customer service in business success
- Key principles of exceptional customer service
- The impact of customer service on brand reputation
- Case Study: Analysis of a company known for outstanding customer service.
- The importance of empathy in customer service
- Techniques for demonstrating empathy
- Building emotional connections with customers
- Case Study: Evaluating a service interaction that exemplified empathy.
- Identifying common customer issues and complaints
- Effective problem-solving techniques
- Turning complaints into opportunities
- Case Study: Review of a successful conflict resolution in a service context.
- Designing customer experience touchpoints
- The role of personalization in service delivery
- Innovative approaches to exceeding customer expectations
- Case Study: Analyzing a company renowned for memorable customer experiences.
- Understanding key performance indicators in customer service
- Tools for measuring customer satisfaction and loyalty
- Utilizing metrics for continuous improvement
- Case Study: Interpreting customer service metrics to inform strategy.
- Principles of a customer-centric organization
- Leadership's role in fostering a service-oriented culture
- Strategies for employee engagement in customer service
- Case Study: Examining a company that successfully implemented a customer-centric approach.
- Tools and technologies enhancing customer service delivery
- The role of CRM systems in managing customer relationships
- Utilizing social media for customer engagement
- Case Study: Evaluating a technology-driven customer service initiative.
- Emerging trends in customer service and expectations
- The impact of AI and automation on service delivery
- Preparing for the future of customer interactions
- Case Study: Predicting the future of customer service through current examples.
- Importance of communication in customer service
- Verbal and non-verbal communication techniques
- Active listening skills
- Case Study: Evaluating a successful communication strategy in customer interactions.
- Techniques for establishing rapport and trust
- Personalizing customer interactions
- The psychology of customer relationships
- Case Study: Examples of effective rapport-building in service scenarios.
- Techniques for assessing customer needs
- Identifying and managing customer expectations
- Tools for gathering customer feedback
- Case Study: Analyzing customer feedback to enhance service delivery.
- Strategies for managing challenging interactions
- De-escalation techniques
- Maintaining professionalism under pressure
- Case Study: Role-play of handling a difficult customer scenario.
Certifications
Upon successful course completion, participants will be awarded a certificate of program completion from Indepth Research Institute.
The Program also Includes
Program Delivery
Delivered via video lectures in form of zoom and google meet.
Real World Examples
Delivered through a combination of video and live online lectures.
Hands on Experience
Learn through individual assignments and feedback.
Debrief of Learning
A combination of recorded and live video lectures.
Tech Stack
No Technology needed
Upcoming Application Deadline
Admissions are closed once the requisite number of participants enroll for the upcoming cohort. Apply early to secure your seat.
Deadline: 7 Oct 2024
Program Fees
Fees: 70000 / USD 700
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