Master Guide Customer Service 2025
Topic Training :
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Basic Customer Service
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Telephone Customer Service
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Internal Customer Service
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Dealing With Difficult Customer
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Customer Centricity
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Customer Service Excellence
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Certified Customer Relationship Management
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Customer Retention and Loyalty
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Taking ownership & accountability
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Coaching Customer Service Skills
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Customer Experience Management
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Advanced Customer Service Skills
Customer Service Excellence
Setelah berhasil menyelesaikan Pelatihan Customer Service Excellence, peserta diharapkan akan mampu :
- Memahami kebutuhan pelanggan dengan baik dan menyusun proposal untuk memenuhi kebutuhan pelanggan
- Mempertahankan hubungan jangka panjang yang berkelanjutan dengan basis pelanggan
- Melebihi harapan pelanggan dengan merancang pengalaman yang dipersonalisasi bagi pelanggan
- Menemukan cara inovatif untuk memberikan nilai tambah bagi pelanggan melalui layanan pelanggan
- Mengembangkan saluran komunikasi yang lebih baik dengan pelanggan yang menyediakan sistem umpan balik dan tindak lanjut yang efektif
- Mengenali keluhan pelanggan sebagai cara untuk meningkatkan kinerja merek
- Mengembangkan cara yang efisien untuk mengukur keunggulan layanan pelanggan dan mengevaluasi kinerja tenaga penjualan
- Meningkatkan penjualan perusahaan dan memastikan pertumbuhan bisnis
- Mengurangi sensitivitas harga pelanggan karena pelanggan yang setia bersedia membayar lebih produk dan layanan yang sama.
Module 1 : Introduction to Customer Service Excellence
- Service excellence concept
- Benefits of customer service excellence
- Using customer service excellence to build competitive advantage
- Recognizing the change from productcentric to customer-centric organizations
Module 2 : Understanding Customer Needs and Expectations
- Customer journey mapping
- Identify customer expectations before, during and after the sale
- Add value through customer service
- Customize customer service
Module 3 : Developing Loyalty Programs
- Identifying the loyalty hierarchy
- Customer loyalty
- Customer lifetime value
- Application of loyalty program examples to customers
Module 4 : Enhancing Customer Experience
- Customer experience index
- Customer feedback communication channels
- Use of innovation in improving customer experience
Module 5 : Developing Customer Service Strategy
- Strengthening the sales team
- Using technology: chatbots, data analytics, artificial intelligence
- Multi-channel services
Module 6 : Elements of Customer Service Excellence
- Developing communicators
- Developing empathy with customers.
- Product knowledge
- Identifying key performance indicators
Module 7 : Customer Need Research Methods
- Qualitative methods for identifying customer needs
- Quantitative methods for identifying customer needs
Module 8 : Developing Service Excellence Culture
- Developing communicators
- Developing empathy with customers.
- Product knowledge
- Identifying key performance indicators