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Course Outline

A few decades ago, Customer Relationship Management used to pride itself on volume, on speed, on ‘‘efficiency.’’ What truly matters now in our current business world, what builds strategic value for an enterprise, is loyalty: customer loyalty, employee loyalty. Without knowing the secrets to building these, even innovative companies struggle. This course will discuss groundbreaking concepts to achieve excellence in customer service. What is covered during the course will allow course participants to re-calibrate their organization, on any scale, and to reach exceptional achievements: to truly understand customers and to keep them coming back for more.



Course Objectives

By the end of the course, participants will be able to:

  • Discuss the importance of customer service and how it impacts the company’s brand and reputation.
  • Describe the four elements of customer satisfaction and how to apply them in practice.
    Address the role of language and phrasing when engaging in face-to-face conversation with customers.

  • Discuss the four steps to great service recoveries.
  • Develop tracking systems for customer roles, goals and preferences to serve them better.
  • Review customer service processes and develop systems to eliminate service defects and add value to the customer experience.
  • Deploy programs to select, orientate and (re-)train people to deliver exceptional customer service and apply methods to regularly reinforce company values and beliefs.
  • Discuss the key role leadership plays in guiding a customer-centered organization.
  • Discuss value, costs and pricing in developing loyalty-enhancing customer service.
  • Describe steps in building online customer loyalty.
  • Create memorable moments in your “Hello’s” and “Goodbye’s”.



Target Audience

All organization members involved in customer service activities, SME entrepreneurs, and anyone interested in excelling at customer service.



Key Topics

The key topics covered in the course are:

  • Defining customer service
  • Elements of customer satisfaction
  • Language and phrasing in communicating with customers
  • Customer service process
  • Dealing with service defects
  • Value-added customer experience
  • Selecting and training people
  • Value, cost and pricing
  • Online customer loyalty



Examination

Participants should attend at least 4 out of the 5 classes.

At the end of the course, participants need to complete a final written exam.

A Certificate of Completion is awarded if the course is successfully fulfilled. Participants also receive an official transcript for their grades and course credits.



Course Fee in Aruban Florins

Per participant: AFl. 785.=, including turnover taxes.

Includes: course material, handouts, snacks, coffee and refreshments.



Location and Dates

Location: EC&T Office & Training Facility (Newtonstraat 1-A)

Next class starts on: Wednesday April 29, 2020
Number of classes: 5
Time: 6:30 PM - 9:00 PM​

Exam date: Friday June 05, 2020


We reserve the right to alter dates, content, venue and trainer.



Discount Plans and Cancellation Policies

We offer discount plans for group bookings and in-house course and workshop facilitation. Click here for details about our discount plans and cancellation policies.

CUSTOMER SERVICE EXCELLENCE


* Course language determined by audience's

   prefererence

​​​Length:           5 classes



Effort:             2-3 hours per week



Level:              Intermediate



Language:     English or

                          Papiamento *



Exam:             Written Exam



​Credits:          1.5 EC's



Fee:                 AFl.   785.=


Register Online or Download Course Registration Form: