The course aims to provide participants with the necessary skills and approach needed to develop and

embed customer service into a brand and the business and how best to engage those who deliver it. It

will endeavour to show how this is vital to success by focusing on the importance of building excellent

customer service to enhance the image and reputation of the business, strengthen relationships with

customers, and promote a unique brand personality.

COURSE OBJECTIVES

Participants will:

• Know how to create and develop a culture where exceptional customer service is built into the

  brand and the business.

• Understand customer perceptions of the brand and the business.

• Develop a vision for the brand and the business.

• Understand what drives customer loyalty - how to develop and maintain it.

• Build a customer service strategy that is intrinsically linked to the brand and communicated

  throughout the whole business.

• Know how to engage and motivate people to achieve and maintain excellent customer service

  standards that reflect the brand and the business. Monitor progress and review.

PROPOSED CONTENT

• Customer Perceptions - look at what customers currently think of the brand and the business.

     Know how to find out what they think and build brand awareness.

• Developing a Vision for the Business - decide on how you want customers to describe your

    brand and the business. Recognise exceptional customer service in your sectoror or industry.

    Look at what the competition is doing and identify the gap between reality and vision.

• Customer Loyalty - look at customer psychology, what drives customer loyalty, purchasing

    behaviour, etc., and why customers would buy your product or service.

• Customer Service Strategy - build and develop a customer service strategy for the brand and

    the business and engage with those who deliver it. Identify key goals and objectives, document

    how they will be met, and communicate the plan internally to staff, if applicable.

    METHODOLOGY

    Training will be delivered via Zoom with a PowerPoint presentation. Apart from Interactive discussion,

    Q&As, etc., the trainer may also use case studies and draw on first-hand experience and knowledge of

    having worked in customer-facing roles. The slides including any additional information will be sent to

    the participants following the workshop.