ΠΕΡΙΓΡΑΦΗ

Customer service excellence is an integral component of business growth. Organizations must commit to a high-quality service culture and recognize the customer service team’s responsibility in maintaining and improving position in sales efforts. The strong relationship between a business’ customer service team and the business’ success has long been established. Improving this essential skill not only builds customer satisfaction, but also helps to retain loyal customers and expand the level of repeat clients.

Having a customer service team that understands your customers and their problems and knows how to relate to customers in a way that builds trust will ultimately help your organization increase sales and establish a culture of service excellence.

ΣΚΟΠΟΣ ΣΕΜΙΝΑΡΙΟΥ

• Customer Experience and benefit 
• Customer Journey Lifecycle & High ImpactEmotional Motivators
• Six core beliefs of great Customer Experience& Design transformation:
• Common Purpose
• The most important journeys &breakpoints
• Customer Expectations, Perceptions &Beliefs 
• Emotional Design Thinking process
• Surveys & Metrics
• Customer Feedback Process
• Root/Cause/Analysis, action & prevention
• Customer Relationship Management(CRM) Vs. Customer ExperienceManagement (CEM) 
• Self-Motivation
• Powerful accountability mindset &behavior

ΣΕ ΠΟΙΟΥΣ ΑΠΕΥΘΥΝΕΤΑΙ

This training course is designed for Sales and Marketing professionals, Customer services professionals and anyone in an organization dealing with customers.

ΠΕΡΙΣΣΟΤΕΡΕΣ ΠΛΗΡΟΦΟΡΙΕΣ

Topics to be Covered

Understanding the Customer

• What is the profile of today's customer?
• Segmenting and understanding the various types of clients that call-in for service
• Customer-centricity during service delivery

Quality Telephone Customer Service

• New customers vs Returning customers
• Tailoring the customer service provision
• The good, the bad and the ugly service
• How to show that you care

Customer Dissatisfaction

Meeting Customer Expectations

• What gets in the way of meeting or exceeding customer expectations?
• Why do customers stop coming back?
• Customer evaluation service quality points

Better Service Through Advanced Communication

Problem and Complaint Handling

Turning a Customer Complaint into a Positive Experience

INSTRUCTOR: ELISABETH KESTERLIAN - CORPORATE TRAINER

 Elisabeth is a holder of a Bachelor’s degree in business administration and joined Reuters/Thomson Reuters Nicosia in 2007. She launched her first Customer Service Six Sigma project in 2013 through Siebel CRM to reduce responsiveness time to customers in Financial Services, FTSE London and MSCI. In 2016, she played a key role in migrating to the new generation Salesforce software solution, Service Cloud, and continued her journey with several projects in Data Quality Management with BlackRock, MSCI and HSBC. 

 In 2017, Elisabeth refocused and empowered frontline teams in different locations to shift from a Service to an Experience mindset and eventually launched the first Experience Pulse project within Content Customer Operations team globally, leading and improving Net Promoter Survey (NPS) scores with key clients such as STOXX, MSCI, FTSE/LSE, JPMorgan and others. As an advocate for great Customer Experience in Cyprus, 

Elisabeth continues her journey as a corporate trainer of professional development courses. She recently joined the Cyprus Mail and is also contributing to Cyprus 4.0, the fourth Industrial Revolution, a paradigm created by McKinsey Consultants and the World Economic Forum