Retail Customer Service & Experience Management Workshop

 

Retail Customer Service & Experience Management Workshop

 

Availability

• Online (ZOOM) – October 15, 2020

 

OVERVIEW

Retail Customer Service & Experience Management is designed to build a strong, sustainable, and superior customer service and experience culture that delivers a superlative result in an organisation. The first step is to create a solid foundation of shared understanding, common language, and effective tools.

The Workshop seek to emplace a service culture that creates a better place to work, helps organisations attract and retain superior talent, engages and motivates employees to improve performance, leads to opportunities for higher margins and helps create relationships with customers that last longer — and become more profitable over time.

Focusing on service means organisations can create more unique experiences that customers value. A strong service culture leads to sustained improvements to customer experience, and a sustainable competitive advantage for organisations. But where do you start?

As more organisations realise excellent customer service can be a competitive advantage, the big question is not how to improve service performance, but how to create a culture of continuous service improvement with an unwavering focus on customer experience.

To successfully – and sustainably – differentiate based on service, improving customer experience must be the responsibility of an entire organization, not only a customer service department. Organisations must continuously innovate and improve to create more value for customers, colleagues and partners. Organisations must create an environment to motivate, support and recognise employees for consistently taking action to create value for customers, colleagues and partners.

Building a winning customer service and experience culture requires everyone to take responsibility, understand and play their roles with clarity and vigour – from the top down, and from the bottom up!

 

WHAT YOU WILL GAIN

At the end of the workshop, participants will learn how to:

• build a strong, sustainable, and superior customer service and experience culture that delivers a superlative result in their organisation;
• emplace a service culture that creates a better work environment that attract and retain superior talent, engages and motivates employees to improve performance;
• create experiences that builds and develops loyal relationships with customers that last longer — and become very profitable over time;
• successfully – and sustainably – differentiate their operation based on solid customer service and experiences that ultimately create a winning competitive advantage for their organisation;
• create a culture of continuous service improvement with an unwavering focus on customer experience that leads to opportunities for higher margins; and
• continuously innovate and improve to create more value for customers, employees and other stakeholders.

 

OUTLINE

• Winning Customer Service Strategies and Action Plans
  • Determinants of Customer Service Quality
  • Customer Service Action Plans for Long Term Loyalty
  • Creating and Retaining Loyal Customers
• Building A Winning Service Culture
  • Key Requirement for Building a Winning Service Culture
  • Key Components of a Winning Service Culture
  • Service GAP Model
  • Tools, Principles Of A Winning Service Culture
  • Building Blocks of Winning Service Culture
  • Service Culture Implementation Roadmap
• Service Leadership Rules
• The Service-Profit Chain
• Managing the Moment of Truth
• Service Breakdown & Recovery
• Customer Experience Management for Value Maximization

 

TARGET AUDIENCE

The Workshop is most useful for senior retail management team with implementation power and authority in their respective areas – Retail Business Owners, Senior Retail Managers and Leaders, Region and Area Managers, Head of Retail positions, Store Managers and more.

 

Building a Winning Service Culture Workshop

Retail Operation Management Workshop – Module 4

 

Delivery Method:

Facilitation, Presentation (PPT) & Discussion

 

Date:

• October 15, 2020

 

Time:

• Online – 10:00 am-1:00 pm

 

Venue:

• Online – Zoom Live (Link will be sent to paid participants only)

 

Fee:

• Online – N39,950

 

REGISTRATION:

 

PAYMENT DETAILS:

You can pay online @ MAKE PAYMENT 

OR pay directly to:

• Bank: FCMB
• Account Name: Bervidson Consulting Limited
• Account No: 3432812015

 

 

For more information, call or email us today.

3B Hakeem Dickson Road, Lekki Phase 1, Lagos Nigeria
+234 1 291 7328, +234 803 343 4776, +234 809 334 4776, +234 808 933 8444
info@bervidson.com , www.bervidson.com

 

Retail Customer Service & Experience Management Workshop