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Globalisation and advanced technological and communication tools have granted customers unprecedented purchase and marketing powers. No amount of marketing campaigns can easily erase a trail of negative online customer reviews on Amazon or some blog out there in the virtual world. Moving from maximising shareholder value to maximising customer experience has become the arena where competitive businesses, with high survival and profitability chances, race. Business organisations that fail to cope with the rising power of the customer and lag behind in delivering the right customer experience through clear customer management policies and strategies stand no chance in an ever-evolving, fast-paced, borderless business world catering to the needs of highly empowered customers.
This workshop highlights the role and the impact of customer service in a world where shareholder value is no longer the top priority for competitive brands; it is rather a guaranteed by-product of the maximisation of the customer experience.
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The workshop introduces a number of key customer services competencies and values in light of a number of governing customer service principles in an era where traditional marketing manoeuvres are outweighed by virtual customer feedback. The workshop addresses the topics in question through engaging in exercises and activities that are constructed around the following topics:
1.Maximising the Customer Experience in the Age of Damage
2.Customer Experience Killers
3.Customer Service Values
4.Customer Service Essential Competencies which include: a.Communication is the brand b.Problem solving for Customer Base Growth c.Conscientiousness for Customer Focus d.Process-Guided Flexibility for a Balanced Approach
5.Legal Boundaries for Legal Safety6.Customer Service Governing Principles
This is a one-day workshop that aims to help individuals and organisations realise the customer service dynamics evolving in a world where shareholder value is being replaced with customer experience as a measure of organisational success and survivability. The aim of the workshop is to change members of the customer service staff into customer service powerhouses and active brand makers and promoters. This workshop provides innovative activities and ideas to help individuals and organisations deliver better customer experiences. It also helps in challenging the traditional views about customer service and its role in strategic planning. The workshop addresses the crucial role of customer service in shaping, retaining and growing brands along with the customer base.
The frontline customer service staff is the player that dictates brand reality on the ground rather than brand image. Understanding the impact of customer service and the link between creating a customer experience that is capable of attracting and retaining customers and brand success and growth is paramount for a competitive performance that secures organisations their market place and profitable future. Customer service staff booklets and daily frontline briefings must reflect customer service values and competencies in light of a clear customer service strategy that aims to broadly reflect the values, beliefs and identities of the customers. The customer service staff should be operating according to a carefully designed customer experience if to really capitalise on the top mobile, highly-connected marketing portals in today’s intertwined markets: the customers. Brand growth and success depend on creating a customer experience that wins customer loyalty and support to the extent of transferring customers into active brand promoters. Customers are no longer interested only in the functional aspects of products; they are interested in the whole brand package, for example, the ethical, environmental and political brand story. The customer experience is also a top priority for customers in world of endless competing offers.
No dates are available.
By the end of this workshop, participants should be able to:
This workshop targets customer service professionals to enhance their customer service awareness, competencies and values. This is a motivational course which aims to shed light on the critical role of customer service in shaping and growing brands and customer bases. Recommended maximum number of participants is 20.
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