Customer Service Training
Customer Service TrainingCustomer Service is an essential business capability for all functions and levels of the organization. It is a process as much as an attitude and has be considered in talent hiring as much as talent retention. The Globibo Customer Service Training Approach supports institionalizing Customer Service and creating beacons for future Customer Service Improvements.
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 - 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 - 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 - 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 GALTAThe 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-upBased 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 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 Training 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.
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.
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