Customer Service Week Workshops
Customer Service Week workshops provide in-depth information and a level of practical advice and hands-on experience that's not possible in the shorter conference sessions. Each workshop is taught by highly regarded experts with years of practical experience and teaching in their respective topic areas.
**Please Note: Location change for Workshop Day One only: New Location is Le Royal Meridien, Aby Dhabi. CSW Forum and workshop Day Two will be at the Park Rotana, Abu Dhabi, as planned.
Workshop One
The International Customer Service Institute: Service Quality Measurement Model and Global Benchmarking Performance Index.
This workshop is a practical hands-on and in-depth look at sustaining customer service improvement by continuous measurement against the 5P's Service Quality Measurement Model. It also includes a Customer Service Self Assessment exercise that allows delegates to calculate their organisation's or department's customer service performance and compare with the global performance index. This workshop will give delegates a detailed report outlining their organisational performance against The International Customer Service Standard along with recommendations for improvement.
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Workshop Two
Value Moments: Aligning and focusing an organisation's efforts in the areas that contribute most to a "perfect" customer experience
Each moment within a customer's experience is not equal yet organisations time and again fail to understand this whilst conducting research to determine customer satisfaction or assessing service performance. This half-day workshop will teach you how to identify and weigh, through the Value Moments Performance Indicator, the exact touch points within the customer experience journey that matter most. Value Moments is an essential yet practical approach for any organisation to follow in order to exceed customer expectation and drive sustainable customer loyalty.
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Workshop Three
Employee Engagement during tough times: Leadership and management that ensures an engaged and energised customer
Engaging your customers go hand-in-hand with employee engagement. Developed through research into customer and employee engagement, marketing and communication delivery, this workshop offers a new vision in customer and employee engagement. Successful communication in customer service hinges on more than knowing your product or business. Really effective interaction with your customers is supported by knowledge of differing intellect styles and their impact on successful relationships. Engaged employees are better equipped when interacting with your customer.
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Workshop Four
Complaint Management and Service Recovery Best Practices:
Customer loyalty is influenced by those interactions your customers have with your brand, whether enquiring about your products and service, acquiring them or using them. Even more so, when the product or service fails to meet the customer’s expectations and the customer is dissatisfied. There will always be customers who opt to complain rather than defect, so how do successful companies use complaint resolution as an opportunity to turn a dissatisfied customer into an advocate?
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