Maximize your customers’ satisfaction, loyalty and advocacy by enhancing your Customer Service Performance! 3 Key Business Benefits Deliver responsive and engaging services by implementing, sustaining and evaluating a culture of customer service performance in your own organization; Gain the recognition, loyalty and advocacy of your external and internal customers; Attain high quality standards and ensure the usage of relevant channels and instruments in your customer service. “I contacted e KPI Institute for an in-house training with my team. We found both the material and the way of explaining concepts by doing examples invaluable. I would also say that this is a great value for money if you want to build the competency within your organization.” Fahad A. AlFaadel, Saudi Food and Drug Authority, Saudi Arabia Info at: www.kpiinstute.org | [email protected] | AU: +61 3 9028 2223 | UAE: +971 4311 6556 | RO: +40 3 6942 6935 Customer Service Performance Framework CUSTOMER SERVICE PERFORMANCE v 1.0 2015 C E R T I F I E D P R O F E S S I O N A L C-CSP Certified Customer Service Performance Professional 7 editions in 2015 5 cities in 2015 Over the last 6 years, The KPI Institute team focused on developing an integrated framework for improving your organization’s performance in Customer Service. This effort resulted in: A database of 138 Customer Service KPIs; A database of over 1000 KPIs from industries where Customer Service is vital (call centers, hotels, restaurants, retail etc.) Tens of articles and other research materials on customer service, published on PERFORMANCE Magazine; A comprehensive collection of customer satisfaction surveys, with our experts’ comments; e toolkit necessary to facilitate the performance in your organization’s customer service.
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Maximize your customers’ satisfaction, loyalty and advocacy by enhancing your Customer Service Performance!
3 Key Business Benefits Deliver responsive and engaging services by implementing, sustaining and evaluating a culture of customer service performance in your own organization; Gain the recognition, loyalty and advocacy of your external and internal customers;Attain high quality standards and ensure the usage of relevant channels and instruments in your customer service.
“I contacted The KPI Institute for an in-house training with my team. We found both the material and the way of explaining concepts by doing examples invaluable. I would also say that this is a great value for money if you want to build the competency within your organization.” Fahad A. AlFaadel, Saudi Food and Drug Authority, Saudi Arabia
Info at: www.kpiinstute.org | [email protected] | AU: +61 3 9028 2223 | UAE: +971 4311 6556 | RO: +40 3 6942 6935
Customer Service PerformanceFramework
CUSTOMER SERVICE
PERFORMANCE
v 1.0 2015
CERTIFIED
PROFESSIONAL
C-C
SP
Certified Customer Service Performance Professional
7 editions in 2015 5 cities in 2015
Over the last 6 years, The KPI Institute team focused on developing an integrated framework for improving your organization’s performance in Customer Service.
This effort resulted in: A database of 138 Customer Service KPIs; A database of over 1000 KPIs from industries where Customer Service is vital (call centers, hotels, restaurants, retail etc.) Tens of articles and other research materials on customer service, published on PERFORMANCE Magazine;A comprehensive collection of customer satisfaction surveys, with our experts’ comments;The toolkit necessary to facilitate the performance in your organization’s customer service.
2www.kpiinstute.org | [email protected] | Certified Customer Service Performance Professional
Course Overview
AgendaEducational Resources
In-house Training CourseRegistration
Customer service experts
Individuals working with customers on a regular basis, regardless of their fi ld of expertise or the organization’s profile will discover, through this course, the tools and resources required for the effective implementation, sustaining and evaluation of a customer service performance culture within their organization. By sharing good case practices in the fi ld and models for standardizing the customer service function, the participants and the trainer will come up with solutions to the existing challenges within organizations.
Top/middle/lower customer service management people
Individuals from top/middle/lower customer service management, regardless of their fi ld of expertise, will be glad to discover in “Certifi d Customer Service Performance Professional” a training course especially designed to develop their customer service performance management skills. The course provides the tools and resources required for the effective design, implementation and evaluation of a customer service performance system within their organizations. Good case practices and new trends in the management of the customer service teams are discussed and analyzed.
Professionals interested in customer service
Entrepreneurs, analysts and professionals from different fields, that have to interact with customers in their respective work fi lds, will acquire the knowledge needed to understand customer behavior and responding standards. The networking opportunity and the possibility of sharing knowledge and personal experiences with other professionals from the customer service area constitutes an important aspect of this training course.
In a highly competitive market, the quality of the organization’s customer service will determine the customers’ loyalty, increase the chances of them becoming advocates of the company and generate future revenue. Th s training course focuses on the essentials, enablers and evaluation tools of a performant customer service.
Th s course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the importance and implementation phases for the customer service performance culture, but they will also be provided with the necessary tools and channels to implement it and measure its impact, both internally and externally.
Course Overview
Participants profile
Attain a standardized approach for your services’ performance by designing a customer service strategy and system;
Acquire a high level of versatility that enables you to react and deal with a vast range of scenarios when working with and for the customers;
Gain competitive advantage by capitalizing on good case practices and learning from worldwide customer service best practices;
Improve your ability to evaluate your external and internal customers’ satisfaction and take into account their feedback, in order to ensure continuous improvement;
Get professional recognition of your customer service knowledge and skills through a Certification granted by The KPI Institute.
Understand how to implement a customer service performance culture, strategy and working system in your organization;
Develop the channels and tools needed to sustain a customer service performance culture;
Create a systems thinking in customer service performance management;
Learn how to fulfill your internal and external customers’ needs and expectations;
Practice and improve the competencies required in diffe ent customer service settings: face-to-face, phone, writing service, upselling, cross-selling opportunities, as well as complaints handling.
Benefits
Learning objectives
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Course Overview
3www.kpiinstute.org | [email protected] | Certified Customer Service Performance Professional
Course Overview
AgendaEducational Resources
In-house Training CourseRegistration
Agenda
Agenda
Customer Service Performance Overview and Importance
The importance of customer service for the company’s image and future revenue streams;Customer service performance standards within the organization;Essentials, enablers and evaluation of the customer service performance; The customer service team and its members;The implementation, sustainment and evaluation of the customer service performance; Activity: Analyze a good and a bad customer service - case practice;Activity: Share outstanding vs. terrible customer service experiences.
The Customer: External vs. Internal Customer Service
Defin tion and profile of the customer;The difference between external and internal customer service;Customers’ focus, needs and expectations;Difficult customers’ typologies and solutions.
The Customer Service ProfessionalDefin tion and profile of the customer service professional:i. esired attitude and mindset;ii. xcellent customer interaction skills;iii. usiness acumen;iv. ultural sensitivity;v. tress management.Activity: Solve different practical exercises.
Customer Service in Practice Handling complaints;Customer Service International standard: ISO 10002:2004;Activity: Role-play different situational interactions.i. ace to face interactions;ii. elephone interactions;
Essentials of Performance ManagementCustomer Service Strategy
Customer service direction, objectives, KPIs and projects;Alignment of the customer service with the organization’s mission, vision and values;Activity: Analyze Zappos’ strategy in terms of customer service.
Customer Service SystemCustomer service performance tools:Desired State of Evolution; Strategy Map; Scorecard; Dashboard; KPI documentation & report forms; Portfolio of Initiatives.Activity: Allocate the relevant Customer Service KPIs on a Scorecard; Activity: Match the items to the relevant customer service system tools and implementation techniques;Activity: Document the “% Customer satisfaction” KPI.
Customer Service Performance CulturePillars of a customer service performance culture:Change management; Communication; Motivation; Gamifi ation; Recognition.Activity: Analyze different good case practices for the customer service employees’ engagement.
Customer Service Performance Enablers
ChannelsCustomer service performance interaction channels: Face to face; Online: web presence, e-mails, chats, social media; Phone.Activity: Realize a SWOT analysis on a communication channel.
Knowledge and LearningKnowledge base development and CRMs;Data gathering, storage and update;Learning and taking decisions based on experience.
InnovationThe importance of encouraging and sustaining an innovative customer service;Activity: Analyze Amazon’s Dash innovation device.
Technology
EvaluationAudit of the Customer Service Performance Maturity
Customer Service Performance Maturity Model;Activity: Fill in the Customer Service Performance Maturity Model questionnaire.
Customer Service Performance ReviewPerformance Management review meetings;Scorecard evaluation & decision making;Dashboard evaluation & decision making;Activity: Practice real time decision making based on Customer Service scorecard and dashboards examples.
Customer FeedbackTools and techniques for measuring the customer’s satisfaction, loyalty and advocacy;Implementation of the feedback generated by the customers;NPS data collection and KPI calculation;Activity: Design a 5 question customer satisfaction survey.
Review and Certification ExamCourse review;Certifi ation Exam.
Day 1 Day 2 Day 3
Tools, software and technological enablers to sustain the customer service performance;Activity: Analyze US Airways’ automatic call distributor system and IVR system.
4
Course Overview
AgendaEducational Resources
FacilitatorCourse Fees
Registration Form
www.kpiinstitute.org | [email protected] | Certified Customer Service Performance Professional
Learning experience
Educational Resources
Educational Resources
The KPI Infographic; The qualitative reports Performance Management in 2012 and Performance Management in 2013;Webinar: The “KPIs selection techniques” webinar will enable you to continue the learning experience and offers you insights in how to implement a performance management architecture in your organization’s customer service department, by teaching you best techniques to select KPIS
Pre-course This part of the learning experience is meant to ensure a smooth transition to the face-to-face training. For a successful learning experience, it is highly recommended to take the following steps:
Introduction – share an introduction message to present yourself to the other participants in an online group;Pre-course evaluation – fill in a need analysis and a short quiz to establish the current level of knowledge and to share your expectations. As a part of this self-evaluation, you can establish personal learning objectives for this training course; Guidance and schedule – read a document presenting guidelines on how to maximize your learning experience, as well as a recommended learning schedule;Further reading – analyze several materials, including information about the history and development of the discipline;Movie recommendation – watch and write main learning points from the movie “ A five star life”, which will constitute a starting point for a discussion related to Customer Service auditing standards;Mystery client – conduct a secret service audit of your company and create a report with the findings;Additional video – watch a video and start a discussion on the online learning platform.
Core course During the three days of face to face training, the course is designed to facilitate experiential learning and ensure a high level of interactivity. Exercises used to enhance the development of competencies range from simple discussions and case studies to simulations and the practical usage of supporting tools for customer service performance.The learning experience consists in:
Applying concepts in practical exercises;Developing systems and tools to facilitate the implementation of a Customer Service Performance management architecture;Sharing experiences and best practices;Evaluating participants’ knowledge, through short quizzes to support the final test.
After-course The learning process is not finalized when the face to face training course ends. For a continuous learning experience, we encourage you to take the following steps:
Action plan – submit a plan to state the changes you intend to make in your department or organization in terms of Customer Service Performance implementation 3 days after the training course; KPIs selection techniques – watch a 45 minutes webinar explaining the next steps after deciding to implement a Customer Service Performance architecture in your organization. Learn how to select the right KPIs and get insights from best case practicesIn-house presentation – submit a PowerPoint presentation that you will deliver within the organization on key topics covered during the training course, 3 weeks after the end date of the course.Additional reading – access a list of resources (books, articles and videos) in order to continue your learning experience.
Participants will receive the Customer Service Toolkit, which consists of templates or examples for:
Customer service process mapping;Customer Service Performance Maturity Model questionnaire; Customer service standard operation procedure; Dashboard and Scorecard; Portfolio of Initiatives; KPI documentation forms.
Course materials: Course slides; Course notes.
Inclusions
The certification process is finalized only when you complete all of the 3 stages of the learning experience. Nonetheless, you will receive a:
Certificate of Completion: after completing pre-course activities and passing the Certification Exam;
Certificate of Attendance: after participating at the 3 days of on-site training course;
Certified Customer Service Performance Professional diploma: after you have successfully completed all of the 3 stages of the learning experience.
We strongly recommend that you obtain the Certified Customer Service Professional title, as this endorses your skills and knowledge related to this field.
Evaluation
Premium Subscription on smartKPIs.com available for 6 months, providing access to 500 fully documented KPIs and over 20.000 KPIs enlisted
One research report from the Top 25 KPIs series;
Free access to all webinars from the 2014 Performance Management series for 3 months.
5www.kpiinstute.org | [email protected] | Certified Customer Service Performance Professional
Course Overview
AgendaEducational Resources
In-house Training CourseRegistration
If you have a group of five or more to train you can save time and money by running this training course in-house. Use the contact details provided below to request a customized offer from one of our training solution specialists.
Embedded learningOur aim is to do more than just deliver the course – we want to ensure that your people gain long-term benefits from their training and perform better in their jobs so that you see the return in your investment of your people.
Increased relevanceYou can enhance the effectiveness of your training program by incorporating a real live audit with the assistance of the facilitator – making the course more relevant to you and your business.
ExclusivityEach in-house training session is exclusive to your organization – you can introduce company sensitive or market competitive information into sessions, without commercial compromise.
Cost savingsThere are clear cost savings to be made – you save on travel, accommodation expenses and employee’s time.
FlexibilityThe KPI Institute in-house training is flex ble, adaptable and effective, ensuring that you get the best possible learning experience.
Organize this training course in-house
In-house Training Course
Testimonials
The KPI Institute offers a broad set of training courses customized to specific functional areas, industries or topics related to performance management.
Each of these courses is developed based on The KPI Institute’s research and aims to provide practical solutions for improving business performance.
Access the Training Courses Catalogue for the complete training offer.
Training Courses Catalogue 2015
“Particularly adept at building and sharing knowledge... creativity, research and exemplary stakeholder management skills were essential to success.”
“A powerful insight into your hidden potential that can drive you to a high level of excellence.”
“This is one of the best programs regarding performance management, I have ever attended. I highly recommend this training for any manager who wants to manage his/her business in the right way.”
“I would rate the training 10 out of 10 and highly recommend it to others. The facilitator managed to get excellent group interaction right from the beginning, the course was interesting, informative and very well presented.”
Gavin Haberfi ld, Department of Treasury and Finance, Australia
Alassane B. Ndiaye, Qalinca, Belgium
Perviz Aslani, EMBAWOOD, Azerbaijan
Mohamed Salah El-Dein, Salehiya Medical, Saudi Arabia
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In-house Training Course
6www.kpiinstute.org | [email protected] | Certified Customer Service Performance Professional
Course Overview
AgendaEducational Resources
In-house Training CourseRegistration
Registration
Registration cancellation procedure
Any withdrawals have to be announced at least two weeks before the beginning of the course, through fax or e-mail. In this situation, the attendance fee will be refunded, less $400 retained for administrative expenditure.
The attendance fee will not be refunded if the withdrawal from the course takes place less than 2 weeks before its start date. If you fi d yourself in the impossibility to attend the course after the registration process is already completed you may delegate another person to attend the course in your place without any further fees charged. If you have confi med and made the attendance fee payment but you didn’t attend the course, the course attendance fee will not be refunded.
If you attend the course only partially (one day or a limited number of sessions), you will not benefit from any attendance fee reduction or refund.
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