Customer Service Training
Customer Service TrainingThe success of an organization depends on its keeping their customers satisfied with the goods or services that it offers. Therefore, Customer Service is an essential business capability for all functions and levels of the organization. Customer Service is a process as much as an attitude, and has be considered in talent hiring as much as talent retention. However, many organizations view the function of their Customer Service as a necessary nuisance. They may spend a fortune on building their brands, or applying latest technology to upgrade their products, etc., but skimp on Customer Service enhancement. Customer Service strategy building is neglected.The Globibo Customer Service Training Approach supports institutionalizing Customer Service and creating beacons for future Customer Service Improvements.
Our Customer Service Training programs cover topics like :
- 1 - Customer Service Expectations & Experience
- 2 - Customer Interaction & Customer Touch-points
- 3 - Customer Service Process Management & Automation
- 4 - Customer Loyalty & Retention Management
- 5 - Customer Service Measurement, KPIs & Benchmarking
- 6 - Customer Feedback & Innovation
- 7 - Customer Service Standards & Methods
- 8 - Customer Service Training & Coaching
Customer Service Training ProcessThe Customer Service Training follows the GALTA approach. For more information on GALTA please check out our Training Approach Information.
Step 1 - Customer Service Management PrioritisationIn an interview, Globibo will assess the Customer Service objectives and priorities of the management team. Based on the information gathered, the overall Customer Service Training program will be customised and the upcoming stakeholder survey adjusted.
Step 2 - Customer Service Stakeholder SurveyA Customer Services stakeholder survey will provide quantitative and qualitative information regarding the strengths and weaknesses of the current organization. Based on the results, the overall program will be further fine-tuned. The stakeholder questionnaire will survey team members as well as external parties that can provide feedback on strength and weaknesses of the team.
Step 3 - Customer Service Management AlignmentOnce the survey results are consolidated, Globibo will review the output with the management team and align the overall Customer Service Training agenda to the company’s objectives and goals.
Step 4 - Execute 6 GALTA of Customer Service TrainingThe Customer Service Training is based on the GALTA approach. The six stages of GALTA are: inspiration, preparation, transition, practise, feedback and review. Based on what occurs during the GALTA process, each participant will be asked to formulate an action plan to follow up in the subsequent weeks and month. This action plan will be monitored from the client and / or Globibo.
Step 5 - Participant FeedbackOnce the team-building activities have been completed, the participants will be asked to complete a feedback survey on how further trainings can improve the Customer Services Strategy as well as which improvement ideas they have for the program.
Step 6 - Management ReviewAfter the findings of this survey are consolidated, Globibo will determine with the management team which action should be pursued after the initial Customer Service Training.
Step 7 - Structured Follow-up on Customer Service Action PlanBased on the Customer Service workshops as well as the management review, the trainer will schedule follow-up sessions with the participants and / or the management team to determine whether they are able to apply what they have learned in the workshop to their daily office routines.
Customer Service Training AgendaThe team-building approach includes eight parts. Those parts are shared goals and priorities, shared leadership, clear roles for accountability, effective communication, clear decision making, leverage of diverse skills, creative problem solving and honest appreciation and fun.
1 - Customer Service Expectations & ExperienceThe initial component of this program highlights the difference between Customer Expectations and how to create a truly exceptional Customer Experience. The concept of the Extra-Mile is introduced and discussed how to integrate it into the existing organization.
2 - Customer Service InteractionThe chapter will focus not just on the basic Customer Interaction but also provide time to practice handling customer complaints and more serious problems. The session provides a lot of space to experience how to handle difficult customers as well as how to initiate Customer Recovery.
3 - Customer Service Process Management & AutomationDuring the Process Management and Automation Session process integration and IT solutions are discussed and potential utilization determined. Smaller application to help the day to day operations as well as larger ERP systems are analysed to understand strength and weaknesses of such applications.
4 - Customer Loyalty & Retention ManagementLoyalty and Retention are a key focus area of a lot of organization. During this session the basics of Customer Retention for the particular industry are discussed and general rules of engagement determined.
5 - Customer Service Measurement & BenchmarkingMeasurement as well as Benchmarking are a core principle of Customer Service Management. To identify valid Key Performance Indicator, adequate targets and how to measure the progress efficiently are the objective of this session.
5 - Customer Feedback & InnovationRequesting, analyzing and following up on Customer Feedback is a huge source of Customer Service Improvement. Qualitative and quantitative Customer Analytic and Innovation Transition are key challenges in most organizations. In this session the participants will discuss how to assess feedback effectively and feed the innovation pipeline.
6 - Customer Service StandardsAround the world several Customer Service Industry Standards are applicable and / or available. Beyond legal requirements those frameworks describe best practices for different products / services as well as processes. During this session the participants contextualize those standards to the current operations and discuss the future strategy.
7 - Customer Service Training & CoachingTalent Management and Development is a key function in Customer Services Leadership. Identifying soft-skills as much as hard-skills training needs and developing a sustainable talent pool is a great challenge for most Customer Service Organizations. This session will provide the room to determine training opportunities and strategies as well as to practice Coaching sessions with team members.
Customer Service Excellence Contacts
To learn more about our Customer Service Training program or to get a customized proposal, please contact us. To learn more about our Training approach or eLearning Concepts, please check out our Web site or give us a call.
Customer Service Training Approach
Our Customer Service Skills Curriculum covers the full spectrum of knowledge required to develop true Customer Service professionals. Designed and curated from Customer Service Training experts of different domains together with our panel of trainers and Academic Board, the Customer Service training program balances depth and spectrum acknowledging the latest trends as much as most important Customer Service basics.
Our standard Customer Service Courses can be customized according to the current priorities of the organization or teams. With our mix of traditional classroom lessons and online learning media (Customer Service eLearning), we can create an Customer Service training program that drives particular knowledge and processes that support the individual and specific responsibilities.
We can provide our Customer Service Excellence Program at any location around the world. With several clients we run regional or global training programs that ensure consistent training and skill-sets at different locations.
Our Training CurriculumGlobibo is not just providing the basic Corporate Training topics, but has customized 25 industry-specific training curriculum. The industry-specific curriculum describe a full development path to become a subject-matter expert in a particular domain.
Our Training ApproachThe Globibo Advanced Learning & Transition Approach (GALTA) is based on 6 Steps. We believe that modern technology simplifies the transition of learning into application. This is why we choose the latest learning methods and tools to provide the learner the right support until the learning can be applied in the day-to-day functions of your life and job. [ more ]
Our TrainersWorld-class Trainers have to come with the right blend of experience and theoretic knowledge as well as didactic and teaching competence. Our rigerous Academic board works with subject matter experts and trainers around the world to find the right blend of theory and method to facilitate the most efficient and effective learning experience.
Customer Service eLearning
Our Customer Service eLearning program provides standard pre-packaged eLearning modules for Customer Service trainings as well as develops bespoke solutions for the industry or context of the organization.
Our Customer eLearning programs cover general topics like :
- Customer Service Expectations & Experience
- Customer Interaction
- Customer Service Process Management & Automation
- Customer Loyalty & Retention Management
- Customer Service Measurement & Benchmarking
- Customer Feedback & Innovation
- Customer Service Standards
- Customer Service Training & Coaching
The customization of the full eLearning program is done after the analysis of the learning objectives of the client as well as the review of the latest industry best practices and trends.
All Customer Service eLearning modules can be desktop or mobile based with or without SCORM integration.
For more information on our Customer Service eLearning Solutions
Customer Service Training FAQ
1.Why Customer Service Training is Important?
Many organizations aim for more revenue, higher margins, lower costs, and of course more customers. And they have also realized that revenue could be lost as a result of a less than perfect customer experience through a simple posting by errant customers in social media, for e.g. Facebook. For this reason, big companies like Starbucks, Toyota, Procter & Gamble, IBM, etc. have elevated their Customer Service experience to a higher level to retain existing customers and welcome new ones. Consequently, these companies have reaped and are reaping substantial awards with their Customer Service standards which include the following:
- Happy customers willingly patronize the company and so, are willing to pay premium prices even in this economic downturn.
- As Customer Service reviews are good, the sales team do not meet with much resistance in their sales.
- When customers are happy, strong emotional bonds are created between the company and the customers that help boost brand loyalty and block competitors.
- Happy customers are a useful marketing tool as nothing can compare to this positive “word of mouth” sales tactic.
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