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In-House Training
Excellence in Training
CS13E
Customer Engagement Strategy Establish successful framework to achieve the highest level of customer engagement.
Overview
Primary Objectives & Benefits
The program will identify, highlight and quantify any gaps between current practice and target levels. Having identified
gaps, participants will deliver robust understanding of how to achieve and exceed target levels for customer care and engagement. Through the focus on management and
complaint handling practices attendees will also establish a framework for the strategic and tactical management of the customer journey
whilst
testing
its
weaknesses
and
opportunities to strengthen its ability to operate smoothly under pressure.
This workshop will help participants to: 1. Know, understand and apply the SERVQUAL and RATER models.
2. Know, understand and apply the ‘Moments of Truth’ analysis model (MOT). 3. Identify and document existing customer journeys and to highlight known points of weakness and opportunities for improvement. 4. Know, understand and apply ISO9001 quality management principles and methods to the provision of customer care and engagement. 5. Learn effective practices for managing the customer journey.
Who Should Attend? Anyone involved in the management or delivery of customer service. Directors, Managers, Supervisors, front-line delivery staff will all benefit from the participative and challenging program.
6. Establish best practice customer care & engagement processes, systems, procedures, behaviors and cultures.
7. Learn, understand and apply a range of approaches in the area of customer engagement for the benefit of the organization and of the customer. 8. Know, understand and apply the “7 Star Customer Service” model, approach and culture within your organization. 9. Know, understand and apply highly effective and positive communication tools, models, techniques and skills for handling questions, queries, complaints and objections.