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Key Accounts and Customer ServiceCustomer Service and Revenue Generation


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  • NetherlandsAmsterdam
  • 08 - 12 May 2023
  • 20 CPD hours
  • $4,900.00
  • Overview
  • Course Outline
  • Scheduled Dates

Course Overview

Customer service is a key differentiator in a context where companies are offering comparable products and services within increasingly tight budgets and limited resources. Terms like ‘more for less’, efficiency savings and cuts are now everyday language. 

This course will help frontline customer service staff and managers understand the value of good service and the cost of poor service. Delegates will apply the service-profit chain and customer lifetime value models to their own contexts to identify opportunities for revenue generation within the service experience.

They will learn about the impact of making postive first impressions and building solid customer relationships. By adapting their behaviour to suit different customer personality types, delegates will increase their chances of achieving postive outcomes more often, even when things don't go to plan.  Through roleplays and other interactive exercises, delegates will develop their ability to delight customers and when needed to transform negative experiences into positive ones.

Every delegate will leave the course with a challenging but realistic development plan to dramatically improve customer service delivery in their area.

Objective:

By the end of this interactive training programme, you will be able to:

  • Realize why giving good service is important.
  • Describe the practices of world-class customer service providers and model your performance on those practices.
  • Assess the current value of your organization's “customer experience”.
  • Explain how to turn complaints into opportunities.
  • Identify revenue generation options and allocate resources in accordance with your organisation’s objectives and limited resources
  • Generate greater flow of revenue in your organisation

 

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Course Outline

Module 1 - The benefits of excellent customer service

  • Customer Service Principles, Evolution and Purpose.
  • The benefits of excellent customer service.
  • Customer psychology: what are your customers' expectations?
  • World-class service – a modeling exercise.
  • Creating ‘magical’ experiences for your customers.

Module 2 – The Customer Profit Chain

  • The Service-Profit chain
  • Customer lifetime value
  • The cost of poor service
  • Opportunities for revenue generation

Module 3 – People buy from people

  • How to be liked by the customer.
  • Customer personality types.
  • Listeners are said to be the best communicators – how to perfect your listening skills.
  • Questions– if you don’t ask, you won’t find out.
  • How to read body language signals.
  • The do and don’ts of communicating effectively.

Module 4 - How to turn difficult situations into opportunities

  • Why do customers complain?
  • Why should we encourage complaints?
  • The Customer Loyalty Chain.
  • Customer behavioral types and how to deal with them
  • Understanding and managing emotions
  • Creative thinking to go that ‘extra mile’

 Module 5 –Revenue generation and resource allocation

  •   Organisational objectives and strategy
  •   Sources of income
  •   Linking revenue generation with service objectives
  •   Resource planning and allocation
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Schedule & Fees

2+1Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

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London

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  • Management

5 Days 20 CPD hours

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Istanbul

$4,900.00

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Frequently Asked Questions

How can training courses be used as a company benefit?

Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!

How often do you update your course content to ensure relevancy?

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.

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Customer Service and Revenue Generation

  • NetherlandsAmsterdam
  • 08 - 12 May 2023
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  • NetherlandsAmsterdam
  • 08 - 12 May 2023
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