There is a growing demand for organizations to become service-driven and customer-focused. This requires, however, more than just creating a service philosophy and a service mission statement for the organization. It requires the development of a deep-seated service culture based on practical skills and guidelines that permeates across and through the entire organization.
Taking a service quality approach has been one way of differentiating services and products, many of which are being commodities in terms of features, benefits and even pricing. With increased levels of competition, customer expectations continue to rise with the increased levels of customer service received. Thus, the ability to create a competitive advantage through customer service has become even more difficult.
On the other hand, organizations need to develop strong service quality cultures and processes in order to maintain current customer levels and to prevent customer attrition.
This three-day course takes the participants through a series of practical skills that can be implemented in their day-to-day operations in order to raise customer service delivery and to minimize the risk of customer attrition. Each participant in the course will work on individual action plans designed for immediate implementation in their respective business units.
• Identifying factors required for service quality
• Understanding how to implement the 6 C’s of quality customer service
• Understanding customer expections
• Developing individual action plans to meet bank and business unit service strategies
• Being prepared to recover from errors and mistakes and keep customers from moving to competitors
• Identifying ways and means to reward and recognized excellent service delivery
Option: A train-the-trainer program is also available enabling in-house staff to conduct the course under a license arrangement.