We are living in unprecedented times as businesses and consumers learn to navigate the challenges of COVID-19. Everyone is adjusting behaviours and learning to work together to get through this trying time. With the right adjustments and steps, your small business can provide excellent customer service that builds trust with your loyal customers during this trying time. This is when customer loyalty and trust can enable an organization to not only survive but also thrive during the “New Normal”.
In order to develop a reputation for Service Excellence organisations need to become customer-centric, that is, they need to put their customers at the heart of everything they do whether it’s financial control, investment, marketing, recruitment, training, sales, decisions making, process design, organisation design, procurement, innovation, strategic planning, indeed, literally everything is aligned to serving their customers!
The popular thought: that an organisation can become World Class by product innovation is flawed. Yes, a new product may allow you to capture the imagination and the interest of consumers but if your service fails to live up to expectations then consumers will turn to an alternative supplier; a product can be replicated rather easily, great service less so.
And the big benefit of delivering a World Class service? Loyal customers! And the benefit of having loyal customers?
- Loyal customers will keep coming back
- Loyal customers will buy more of your products
- Loyal customers will become advocates of your organisation which will lead to more customers
- Loyal customers are often prepared to pay a premium for your service
- Loyal customers will be more tolerant of any problems you may encounter
- Loyal customers stay with you and are therefore cheaper to manage than new customers because they know their way around your organisation
The big issue for many organisations is they do not have the culture, the leadership, the systems, the processes, or the people to become World Class so they need a new approach.
The aim of this course is to help delegates establish a framework within which their organisation can develop a service excellence strategy, the ‘DEDICATED’ approach will be outlined to offer delegates a structured but simple approach to delivering service excellence.
A number of learning interventions will be used throughout this course, including presentations, exercises, case studies and role-plays.