Maximizing the Customer Experience Online Certification Program
Introduction
Research confirms that providing exceptional customer service, at all levels of an organization is more important than ever. Customers want the very best service and are willing to pay more if they get it.
It is alarmingly clear that too high a percentage of customers do not believe the vast majority of companies they deal with care about keeping their business and these customers are looking elsewhere in the hope they will find companies who value their business and to whom they can become loyal.
This 8 Module online certification program is based on our highly successful classroom training Customers Forever. This comprehensive program takes from 6 to 7 hours to complete. Whether you serve customers directly or support customer contact people, this program will help you to maximize your customers’ service experiences with you and your organization.
Overall Learning Objectives
Through this program you will:- Examine why customer-focused service is an essential business strategy which will contribute to the long-term success of your organization
- Explore what ‘service’ is and why it is important, from the customers‘perspective, the impact service has on your business, and the real consequences of poor service
- Identify the drivers of customer satisfaction and learn what customers want and expect when it comes to the service, they receive
- Examine customer behaviour when it comes to service and determine what you can do to listen to the voice of the
- customer and what you can do to create value for your customers
- Be able to use a process for tracing the customer’s journey through your organization and use this process to identify
- what you can do to maximize the customer experience
- Explore your role as an internal service partner, identify who your internal partners are and implement a process for building and maintaining effective internal service partnerships
- Be able to use pro-active service recovery strategies for handling customer service problems and complaints
- Explore the importance of making improvements to your systems, processes and procedures which are aligned with
- what customers value and learn what you can do to enhance your continuous improvement efforts.
- Develop a Personal Action Plan for how you will implement what you learn in this course.