Delivering Excellent Customer Service and Experience Seminar 2024

Date: May 10, 2024
Location: AIM Conference Center, Makati City

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Introduction

Dr. Peter Drucker, PhD. of Harvard University 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 seminar program presents steps, knowledge, and insights on how to manage excellent customer service and experience to scale, grow, and delight customers.

Key Seminar Topics

A. Creating and Understanding Customers

1. Creating and Developing Customers

2. Understanding The Customer, Customer Journey
and Customer Pain Points

B. Customer Service (CS)

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. Leadership Skills Set

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

6. Five Key Customer Support Metrics

7. How To Handle Customer Objections

8. 10 Steps to Remarkable Customer Service

C. Excellent Customer Experience (CX)

1. Customer Experience (CX) Concept and Principles
1.1 Understanding the Customer Journey and Mapping
1.2 CX Framework
1.3 Customer Experience (CX) Tools and Metrics
1.4 Case Studies

Seminar Methodology

The Seminar is conducted through a combination of lectures, video presentations, role playing, group sharing, and case studies presentations.

Who Should Attend

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