Customer Service Training

Customer Service Training

Customer 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 Approach

Customer Service Training Process

The Customer Service Training follows the GALTA approach. For more information on GALTA please check out our Training Approach Information.

Step 1 - Management Prioritisation

In 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 Survey

A 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 Alignment

Once 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

The 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 Feedback

Once 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 Review

After 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

Based 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 Agenda

The 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 & Experience

The 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 Interaction

The 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 & Automation

During 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 Management

Loyalty 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 & Benchmarking

Measurement 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 & Innovation

Requesting, 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 Standards

Around 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 & Coaching

Talent 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.



Globibo Training

Our Training Curriculum

Globibo 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.
Globibo Training

Our Training Approach

The 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 ]
Globibo Training

Our Trainers

World-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.

Training Programs

  General
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  Logistic & Storage
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  Oil & Gas
  Public Service
  Publishing
  Real Estate
  Research & Development
  Retail Sales
  Security
  Transport
  Waste Management & Recycling


Contact

China
  • +86 (138) 1640 9673
  • info.cn@globibo.com
Germany
  • +49 (030) 8093 5151
  • info.de@globibo.com
Hong Kong
  • +852 5801 9962
  • info.hk@globibo.com
India
  • +91 11 4248 4066
  • info.in@globibo.com
Malaysia
  • +60 3 2630 8476
  • info.my@globibo.com
Philippines
  • +63 2231 2180
  • info.ph@globibo.com
Singapore
  • +65 6336 9002
  • info.sg@globibo.com
Vietnam
  • +84 985 611 322
  • info.vn@globibo.com
UK
  • +44 (020) 3239 5530
  • info.uk@globibo.com
US
  • +1 (718) 713 8593
  • info.us@globibo.com


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Globibo & TalentOne

Our partnership with www.talentone.org facilitates both organizations exchanging valueable insight in the area of talent development and training. For more information check out www.talentone.org.