Branded Customer Service
Schedule
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Course Details
Branded Customer Service
Course Code: TNET-BCS
Duration: 1 Day
Course Background:
The concept of “Branding” is gaining importance even in the field of customer service. At its most basic, branding refers to the way the public thinks about what a company does: its products, services, and values. When well developed and implemented, a brand is a clear picture that differentiates a company from their competition. It elicits positive reactions in customers and builds loyalty. Branded Customer Service is an added tool to establish a company’s brand identity. It is more than generic customer service. It is even more than excellent customer service. In its essence, Branded Customer Service is a strategic initiative to deliver customer experiences that are consistent with their expectations of the company and the branding image that it has established.
Course Objective:
By the end of this workshop participants should have identified a branded customer service approach that is consistent with the organization’s brand promise. In so doing, customers will have a consistent experience regardless of where they are in the sales or service cycle.
Additionally, participants will:
- Clarify their role as service providers and their impact on customers
- Improve their interpersonal skills in face-to-face transactions
- Deal more effectively with difficult customer requests and complaints
- Handle the special needs of customers
Course Outline:
Lesson 1: Concept of Branded Service
Lesson 2: Elements of Branded Service
Lesson 3: Road Map for Branded Service
Lesson 4: Delivering the Brand Promise
Lesson 5: Linking Brand Promises to Sales Messages
Lesson 6: The Role of Management in the Branding Strategy
Lesson 7: Challenges in Customer Management
Lesson 8: Why it pays to please
Lesson 9: The Service Quality Pyramid and creating Value Added Services
Lesson 10: Loyalty Drivers
Lesson 11: Communication skills
Lesson 12: Building Rapport
Lesson 13: Working Styles Theory
Lesson 14: Telephone and email techniques
Lesson 15: Customer Service Do’s and Don’ts
Lesson 16: Handling Difficult Situations/Customers
Lesson 17: Service Recovery
Lesson 18: Follow Through Program