Excellence in Customer Service

Summary outline of the webinar

In a highly competitive market, the quality of the Customer Service will determine the customer’s loyalty and increase the chances of the customer to become an advocate of the company. A highly qualitative customer service process can be achieved in a culture of Customer Service Excellence. This webinar focuses on describing the factors that build such a culture, with a focus on the internal processes that ought to be implemented within the organization, as well as the appropriate standards of the Customer Service Person.

Main topics covered

• Importance of creating an internal Customer Service Excellence mindset
• The Customer Service person’s attitude, behavioral standards, knowledge & skills
• The Customer Service process flow
• Tools for measuring the customer’s satisfaction

Key Learning Points

• Understand the benefits of developing a Customer Service Excellence culture within your organization
• Learn how to train your personnel in order to deliver excellent results in the field of customer service
• Understand the importance of a structured and well-defined customer care process
• Understand the advantages and disadvantages of using one of the most popular customer satisfaction evaluation tools – the survey