Great Customer Service can be achieved when the whole organization has an aligned service culture focused on providing customers with ease of doing business with the organization. This Intermediate Customer Service course guides the participants in identifying
customer pain points or bottlenecks and find solutions for these. Through this course, participants will also learn how to communicate better with the customer, their teams and other departments who need to work together to deliver the service or solution
that the customer needs.
What you'll learn
By the end of this course, the participants shall be able to:
-Provide better service delivery to let customers experience ease in doing business with the organization
-Map out essential touch points in your Customer’s Journey
-Identify customer pain points and service bottlenecks
-Communicate & coordinate with customers in a systematic manner
Outline
1. Service Delivery Framework & Culture
2. Principles of Ease of Doing Business
3. Service Delivery Assessment
4. Customer Service Assessment Metrics
5. The Customer Journey
6. Identifying Customer Touch Points
7. Identifying Customer Pain Points & Service Bottlenecks
8. Sphere of Control & Influence
9. Addressing Customer Pain Points Through Service Design Thinking
10. Service Delivery Communications: Frontline, Team & Inter-department
11. Systematic Customer Communications
12. Service Delivery Action Plan
13. Common Issues in Service Delivery
14. Finding & Presenting Solutions for Management Approval
15. Listening to Stakeholder’s Feedback
16. Next Steps: Applying Service Delivery Lessons at Work
