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Walk into any service organization and more than likely you will find much to be desired! There is so much talk on customer service and every Tom, Dick, and Harry seem to know all about customer service and yet service levels are pathetic except for a few organization that you came across here and there by accident! The situation is getting from bad to worse. New businesses are opening up every day and new staff is being inducted on a daily basis but these staff is not being given any mentionable service training. They are largely expected to learn on their own and be shown the way by their seniors; most of who don't have the minimum service or necessary training skills. Surprisingly most entrepreneurs question the benefits of effective 'customer service' training. Imagine you have 100 service agents who service your customers face to face every day and another 50 telephone agents at your call center who attend to customers over the phone. Now imagine what could be the return on investment if you provided them with excellent customer service training?
150 staff x 100/= x 365days = Dirhams 5.47 million Plus the enhancement of your goodwill in the market - how much value would you put on that? Further how much value would you put on the synergy that higher customer service levels and enhanced goodwill will add up to in three to five years time? 2.To achieve the above how much money would you invest in training? What if you spend half a million which is less than 10% of the extra revenue coming in because of training your front line staff? What if you train everyone in your company on customer service? 3.You must be whispering to yourself, "If it was that simple every business in the world would be in the fortune 500 category!" And you are absolutely right in being skeptical. Go to any large city in the world and you can expect to find a flurry of activities including 'training' both in-house and out-house in various organization to better their service levels. So what is lacking? Let us consider the following:
Our training is different than most others because we carry out necessary training needs analysis, understand the pulse of your business before attempting to develop the content, make it as focused to your business as possible, make it fun for the delegates by putting in lots of simulations, role plays, case studies etc., all geared to experiential learning. Also we see to it that customer service training is not just one off initiative but an ongoing process that yields the result both in the short term and long term. We refuse to carry out any customer service training without establishing the real needs that have to be addressed; we observe your business to get a better understanding of how it works and its relative position in the market; your future plans; views of the front line staff, their supervisors/managers etc., before developing the content, deciding on delivery methods, and devising a follow up to ensure the training works. And that is not all - we also insist with businesses that the customer service training be an ongoing process where we are available round the year to provide all the necessary support in the form of consultancy, mystery shopping exercises and brainstorming new ways of doing things as the market changes and your business grows.
Front line & call center staff and their supervisors. Key staff dealing with the front line staff or external customers indirectly. Modular training for customer service awareness can also be developed and deliver in-house to develop much needed 'customer service culture'.
Dirhams 1,750/= per participant - minimum participant to be trained is 25. For more than 100 delegates from a company group discounts of up to 10% apply. The above will cover the following:
- Course material - Refreshments & working lunch on full day sessions. Dates: January 2009 onwards
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