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In-House Training
Excellence in Training
IK02E
Customer Service Innovation
Acquire a real competitive advantage through innovation by developing better knowledge of your customers and their needs
Overview This program covers knowledge and application skills in
understanding the importance of customer service innovation and the methods and opportunities that are available for participants to generate ideas that contribute to customer service innovation. Attendees of the program will learn how to better understand customer experiences, develop deeper customer insights, and diffuse customer learning throughout the organization. Participants will discuss strategies for reducing the knowing-doing gap and
building a customer-centric culture.
Who Should Attend?
Customer service representatives Sales and post-sales representatives Customer complaints employees Any CRM user
Primary Objectives & Benefits This workshop will help participants to: 1. Enhance customer service by building an effective CRM. 2. Optimize the CRM implementation through employee engagement. 3. Acquire a real competitive advantage through innovation by developing better knowledge of clients and their needs. 4. Learn and practice how to listen to your customer complaints and how to efficiently respond to them and solve their problems. 5. Develop and apply character servicing techniques.
6. Transform the difficult situations into positive actions. 7. Turn standard services into memorable experiences through innovation. 8. Stay ahead of the curve of customer service in a digital world.