Delivering Excellent Customer Service and Experience Webinar 2023

Date: March 23, 2023
Location: via Zoom

Introduction

Dr. Peter Drucker, PhD., reminds us that the purpose of the business is to create and keep customers. It is the customer that determines what a business is, what it produces, and whether it will prosper. To satisfy the customer is the mission and purpose of the business.

Whether your company is big, small, or start-up, how a company handles customer service, support and experience matters a lot. Without happy and satisfied customers, the business will not prosper.

Therefore, every customer deserves excellent customer service and experience. How do companies improve their customer service, support, experience to keep and delight customers?

The webinar presents steps, knowledge, and insights on how to manage excellent customer service and experience to scale, grow, and delight customers.

Key Webinar Topics

1. What is Customer Service and Customer Service Management?
1.1 Why Customer Service is Important?

2. Customer Service Life Cycle and Process
2.1 What is a Successful Customer Service Strategy?

3. How to Create Customer Service (CS) Team?
3.1 Three Steps to Creating Successful CS Team
3.2 The Role of CS Manager, CS Support Agents and Customers
3.3 Responsibilities of CS Employees to Teammates
3.4 Responsibilities of CS Employees to Customers
3.5 Importance Communications to Break Silos

4. Customer Service Tools
4.1 What kind of customer service tools do you have and experience of using?

5. Five Key Customer Support Metrics

6. 10 Steps to Remarkable Customer Service

7. Customer Experience (CX) Concept, Principles
and Framework
7.1 Understanding the Customer Journey and Mapping
7.2 CX Framework
7.3 Customer Experience (CX) Tools and Metrics
7.4 Case Studies

Who Should Attend

Sales Managers, Customer Service Representatives and Agents, Customer Care Personnel, Business Development Managers, CX Champions, CX Growth Officers, Marketing Officers/Managers, Account Managers/Officers, Sales Executives/Representatives, Networkers, Business Owners, Key Account Managers, Group Key Account Specialists, Team Leaders, Retail Category Buyers, Trade Marketing Teams, Merchandising and Promotions Officers, Front Liners and those who are involved in the business of customer service, customer relationship management, and selling products/services.

Delivering Excellent Customer Service and Experience Webinar 2023