Category: Customer Service Management

It is essential to accurately measure what your customers want and to develop breakthrough strategies to serve their needs. The heart of any organisation can be found beating inside the walls of its customer service department. A satisfied customer’s positive “word-of-mouth” endorsement is by far your company’s greatest asset and most effective marketing strategy.

PROCLAD Academy’s Service Quality & Customer Happiness: Building a Customer-Centric Organisation training course gives delegates the best practices, communication skills, conflict resolution strategies, and customer satisfaction assessment tools they require to build a customer-centric organisation. Participants will discover how to use a variety of statistical methods to collect and measure key indicators to identify service quality gaps to improve customer service satisfaction.

The key features of PROCLAD Academy’s Service Quality & Customer Happiness: Building a Customer-Centric Organisation training course are:

• Advanced measurement tools and statistical assessment methods to sample customer service standards
• Develop conflict resolution skills to work with difficult or aggressive customers to creating win-win situations
• Enhance communication and persuasion skills to improve customer relations
• Incorporate best practices of customer service satisfaction surveys to build a more proactive, customer-centric organisation
• Identify customer segments and service requirements for continuous improvement

Customers in today’s world are more discerning, more demanding and better informed. Buyer behaviour has also changed and along with it customer service expectations. What has not changed is the need to have customers come back to us. Maintaining outstanding customer relationship that makes the customer feel important and valued is an essential component to the organisation’s long-term success. Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one.

PROCLAD Academy’s Customer Relationship Management: Analysing & Integrating Key Components training course offers the tools and techniques to ensure you build and maintain beneficial relationships with customers, to make them become loyal supporters of your organisation. It also analyses the key components of CRM and explains how it is integrated within an organisation.

The key features of PROCLAD Academy’s Customer Relationship Management: Analysing & Integrating Key Components training course are:

• Customer Orientation
• Conceptual Thinking
• Balanced Decision Making
• Quality Orientation
• Persuading Others

Customer service is one thing that the very best organisations continually strive to do better. Superb service is delivered by people to people – even in this age of high technology. Exceptional external customer service cannot be achieved and sustained without focusing on internal customer service. This can only be considered with the right Customer Service mindset.

PROCLAD Academy’s Customer Service Excellence: Principles & Global Best Practices training course is highly motivating and engaging. It explores the fascinating subject of Customer Service from basics to the highest levels of service delivery. The course illusatrates global best practices to challenge and excite delegates and inspire them into action. Delegates will learn about the Principles of Customer Service, and how to build solid durable relationships with both internal and external customers. All delegates will leave the course with a challenging but realistic plan to greatly improve customer service delivery.

The key features of PROCLAD Academy’s Customer Service Excellence: Principles & Global Best Practices training course are:

• Serving the Internal and External Customer
• The Customer Service Mindset
• Profiles of Different Customers Personalities
• Handling Customers Complaints and attaining Customer Satisfaction