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Program Specific Job Process Performance, Reviewing Ai Outputs, Trainer of Ai Systems, Interrogating Ai Systems, and Possibly Transforming into a 20 year Experienced Inter-Discipline Domain Expert. Programs Updated to Leverage the Best of Digital Transformation, Data Analytics and Artificial Intelligence Ai.
Each program participant will get 1 year free individual license access to a Program Domain Specific Ai System to Answer his job related queries.
CSM420-2
2 Week Job Process Performance & Productivity Process Skills Training
Customer Service Management Processes
That Builds Customer Loyalty
Building Hands-on Skills & Competencies in
Managing Customer Experience
Managing Customer Relationship
- Customer Needs, Real Needs, Expectations
- Customer Loyalty Processes
- Processes to Eliminate Customer Dissatisfaction
- Monitoring & Managing Customer Service
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What is Covered in this Job Process Workshop?
This Work Process Skills program is designed to provide the participant the knowledge and skills to consistently meet and exceed customer expectations leading to building Loyal Customers.
Participant will understand the needs and expectations of his Internal and External Customers.
An updatable checklist will be provided to quickly arrive at the Customer Expectations of any group of customers.
This checklist is based on years of experience of dealing with customers. Program will then discuss the processes, sub-processes and guidance checklists, that need to be added to company present processes to ensure the Customer Needs and Expectations are met each and every time.
Program will discuss a list of processes and sub-processes that need to be incorporated into your existing operating processes to minimize probability of customer dissatisfaction creeping in.
These processes have been identified from standards and global best practice benchmarking.
Program next discusses the Management Processes Support Processes and Resources required for Customer Facing staff to be empowered to Meet and Exceed Customer Needs and Expectations in a Planned Manner.
Program helps understand how to build a real time customer feedback system to proactively remove System Breakdown caused Customer Dissatisfaction before it causes any damage to the organization.
This Job Process Competency program will also discuss creating Meaningful Customer Satisfaction KPIs, Satisfaction Dashboard and Decision Support Processes Alert System.
Program will discuss outlines of commercially available and custom build Customer Management Processes Solutions that are based on Real-Time or Near-Real Time Data Analysis and Artificial Intelligence based Systems.
CRM System Features and Capabilities will also be discussed.
Understand and implement customer service management processes that foster long-term loyalty.
Gain skills in managing customer experience to meet and exceed expectations. Develop strategies to build and maintain strong customer relationships.
Identify customer needs, real needs, and expectations to align service delivery. Establish and optimize customer loyalty processes to ensure repeat business.
Implement processes to eliminate customer dissatisfaction and enhance service quality. Monitor and manage customer service performance to ensure continuous improvement.
This Work Process Skills program is designed to provide the participant the knowledge and skills to consistently meet and exceed customer expectations leading to building Loyal Customers.
Participant will understand the needs and expectations of his Internal and External Customers.
An updatable checklist will be provided to quickly arrive at the Customer Expectations of any group of customers.
This checklist is based on years of experience of dealing with customers. Program will then discuss the processes, sub-processes and guidance checklists, that need to be added to company present processes to ensure the Customer Needs and Expectations are met each and every time.
Program will discuss a list of processes and sub-processes that need to be incorporated into your existing operating processes to minimize probability of customer dissatisfaction creeping in.
These processes have been identified from standards and global best practice benchmarking.
Program next discusses the Management Processes Support Processes and Resources required for Customer Facing staff to be empowered to Meet and Exceed Customer Needs and Expectations in a Planned Manner.
Program helps understand how to build a real time customer feedback system to proactively remove System Breakdown caused Customer Dissatisfaction before it causes any damage to the organization.
This Job Process Competency program will also discuss creating Meaningful Customer Satisfaction KPIs, Satisfaction Dashboard and Decision Support Processes Alert System.
Program will discuss outlines of commercially available and custom build Customer Management Processes Solutions that are based on Real-Time or Near-Real Time Data Analysis and Artificial Intelligence based Systems.
CRM System Features and Capabilities will also be discussed.
Understand and implement customer service management processes that foster long-term loyalty.
Gain skills in managing customer experience to meet and exceed expectations. Develop strategies to build and maintain strong customer relationships.
Identify customer needs, real needs, and expectations to align service delivery. Establish and optimize customer loyalty processes to ensure repeat business.
Implement processes to eliminate customer dissatisfaction and enhance service quality. Monitor and manage customer service performance to ensure continuous improvement.
Who Should Attend
All Customer Facing Staff and their Supervisors and Managers.
Customer Service Professionals, Consultants, Managers. IT Data Analysts/AI Professionals seeking Domain Knowledge to help them design and implement Customer Satisfaction Dashboards.
All Customer Facing Staff and their Supervisors and Managers.
Customer Service Professionals, Consultants, Managers. IT Data Analysts/AI Professionals seeking Domain Knowledge to help them design and implement Customer Satisfaction Dashboards.
Program Content
Processes & Modules
Managing Customer Experience
Definition of Customer Experience (CX): The cumulative impact of all customer interactions with a brand.
Key Components of CX:
Touchpoints: In-store, online, and post-purchase interactions.
Emotions: How customers feel during interactions.
Consistency: Delivering the same high-quality experience across all channels.
Best Practices for Managing CX:
Personalization of services and communications.
Simplifying processes to reduce customer effort.
Providing quick resolutions to queries and issues.
Managing Customer Relationships
Definition of Customer Relationship Management (CRM): Strategies to build and nurture long-term customer relationships.
Core CRM Processes:
Collecting and analyzing customer data to understand preferences and behavior.
Using CRM software to track interactions and automate follow-ups.
Building trust through transparency and consistent communication.
Best Practices for CRM:
Segmenting customers to tailor services and offers.
Proactively engaging with customers to strengthen the relationship.
Encouraging customer feedback and using it to improve services.
Customer Needs, Real Needs, and Expectations
Customer Needs: What customers explicitly state they want.
Real Needs: Unspoken requirements or underlying issues driving customer behavior.
Expectations: Standards customers have for service quality, speed, and value.
Identifying Needs and Expectations:
Conducting surveys, focus groups, and interviews.
Using analytics to track customer behavior and predict needs.
Monitoring social media and online reviews for trends.
Addressing Needs and Expectations:
Aligning services with both stated and unstated needs.
Setting clear, realistic expectations through communication.
Customer Loyalty Processes
Definition of Customer Loyalty: The willingness of customers to continue doing business with a brand.
Key Loyalty-Building Processes:
Providing exceptional service quality at all touchpoints.
Offering loyalty programs and incentives for repeat business.
Recognizing and rewarding loyal customers with personalized offers.
Focusing on the emotional connection between the brand and the customer.
Measuring Loyalty:
Net Promoter Score (NPS).
Repeat purchase rate.
Customer Lifetime Value (CLV).
Processes to Eliminate Customer Dissatisfaction
Root Causes of Dissatisfaction:
Poor service quality.
Delayed responses or resolutions.
Mismatched expectations.
Lack of empathy in customer interactions.
Steps to Address Dissatisfaction:
Identify recurring pain points using customer feedback and complaints.
Train employees to handle difficult situations with empathy and professionalism.
Implement a feedback loop to monitor and address complaints.
Establish a “first-contact resolution” strategy to minimize customer effort.
Monitoring & Managing Customer Service
Monitoring Customer Service Performance:
Use metrics and KPIs to evaluate service effectiveness:
Customer Satisfaction Score (CSAT).
Average Response Time (ART).
First Contact Resolution (FCR) rate.
Implement real-time monitoring tools to identify service bottlenecks.
Conduct regular customer satisfaction surveys and analyze feedback.
Managing Customer Service Teams:
Train employees on active listening, problem-solving, and emotional intelligence.
Foster a customer-first culture throughout the organization.
Empower teams with the tools and authority to resolve issues quickly.
Leveraging Technology:
Automate routine queries with AI chatbots to improve response time.
Use CRM software to track and optimize customer interactions.
Monitor social media for real-time customer sentiment and engagement.
Step-by-Step Methodology for Building Customer Loyalty through Service Management
2 Week Job Process Skills Training
Outcomes & Takeaways
Job Process Good & Best Practices Workshop Outcomes and Takeaways
The Work Process Approach to Learning is a methodology that emphasizes learning through understanding the actual work processes.
A work process refers to a set of activities or tasks that are carried out to achieve a specific outcome or result. These processes can be core to the business, such as manufacturing, service delivery, or customer support, or they can be supportive, like HR processes, IT services, or administrative workflows.
The Goal is to closely align training content and methods with the specific processes, tasks, and challenges found in that domain real-world work environments.
What the training achieves is building skills and competencies essential for actual work processes performance. Enabling quick and seamlessly understanding how to perform their processes effectively, efficiently and avoiding the usual mistakes and risks.
This 2 Week Training Workshop participant will typically take away...
Program related Process knowhow, skills, competencies and process knowledge to perform the job work processes
Training that will empower the participant to identify, support and implement work process improvements in his unit, team, section, department, and organization.
The Work Process Approach to Learning is a methodology that emphasizes learning through understanding the actual work processes.
A work process refers to a set of activities or tasks that are carried out to achieve a specific outcome or result. These processes can be core to the business, such as manufacturing, service delivery, or customer support, or they can be supportive, like HR processes, IT services, or administrative workflows.
The Goal is to closely align training content and methods with the specific processes, tasks, and challenges found in that domain real-world work environments.
What the training achieves is building skills and competencies essential for actual work processes performance. Enabling quick and seamlessly understanding how to perform their processes effectively, efficiently and avoiding the usual mistakes and risks.
Program related Process knowhow, skills, competencies and process knowledge to perform the job work processes
Training that will empower the participant to identify, support and implement work process improvements in his unit, team, section, department, and organization.
Benefits to the Organization Sponsoring Participants to this program
(Benefits made possible by Euro Training's above mentioned Planned Outcomes and Takeaways)
This Euro Training programs is different. It develops practical Job Process Skills.
Benefits you may see in participant post program behavior...Inclination to Recognize his Processes Customers and Stakeholders, and their Needs & Expectations.
Higher level of Relevant Multi-discipline Job Process Skills
Taking Initiative to Propose and help implement Process Improvements in his Work Responsibility Area.
How your Participant will Change after attending the program?...
Increased Work Process Performance Knowledge
Awareness to the Need to align process performance to the Needs and Expectations of Stakeholders and Customers (internal & external)
Awareness of the Need to Align Process Performance to Organizational Operational and Strategic Objectives.
Implement Good Management Practices during Process Performance, and, Gain Awareness to meet Requirements and Recommendations of the any Applicable Industry and Professional Standards.
Skill Sets for possible implementation the Program Discussed Action Plan for Process Improvements.
Type of improvements the participant will be trained to analyze and implement include (as relevant)
(a) Productivity Improvements
(b) Product and Service Differentiation
(c) Exceeding Stakeholder & Customer Expectations.Euro Training Instructors often act as mentors for participants (solely subject to instructor approval). Your participants can utilize this free service to ensure effective post program reinforcement and help when apply the ideas and skills acquired during the training.
Participant Individual Career Benefits
Job Satisfaction & Advancement
First, and most important benefit, is the positive self-esteem that will come from being able to do your work processes right first time and meet internal and external customer expectations.
Second, the Program developed Job Process Understanding & Skills will help participant successfully present his professional skills at Job Interviews and Internal Performance Evaluation Reviews.
Participant gains clear direction and insight for analyzing, proposing and implementing improvements in his work processes.
Post program when you take decisions related to your work processes you will automatically consider Multi-discipline aspects (as applicable):
Internal & External Customer Needs and Expectations, Technology Options, Data Analytics and Artificial Intelligence Opportunities, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increase Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and, possibly more aspects).
First, and most important benefit, is the positive self-esteem that will come from being able to do your work processes right first time and meet internal and external customer expectations.
Second, the Program developed Job Process Understanding & Skills will help participant successfully present his professional skills at Job Interviews and Internal Performance Evaluation Reviews.
Participant gains clear direction and insight for analyzing, proposing and implementing improvements in his work processes.
Post program when you take decisions related to your work processes you will automatically consider Multi-discipline aspects (as applicable):
Internal & External Customer Needs and Expectations, Technology Options, Data Analytics and Artificial Intelligence Opportunities, Helpful Tools and Methods, Consider Risks, Mitigate Risks, Take Actions that Increase Productivity, Consider Legal & Contractual Aspects, Consider Intellectual Property Aspects, Pay attention to Safety and Security, Consider future Audit, Weigh Cost Benefit between options, Be Mindful of Key Performance Indicators (KPIs), Consider how Performance will be evaluated, and, Consider need for and Opportunity to Develop a Decision Support Knowledge Base, .... (and, possibly more aspects).
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