Customer Service Oriented

Customer Service Oriented

10.00 - 10.10

Meet the participants, trainer and program.

10.10 - 11.00

Topic 1. Customer service and consumer loyalty. Identification tools and methods for raising the level of consumer loyalty.

11.00 - 11.30

Team Game 1. Calculation of outflow of customers and the lost profit associated with providing a low level of customer service.

11.30 - 11.40

Coffee break

11.40 - 12.30

Topic 2. Base of a portrait creation of the Target Audience (TA), as well as effective methods of analysis of TA.

12.30 - 13.30

Topic 3. Principles of constructing a Customer Journey. Examining examples of constructing a Customer Journey.

13.30 – 14.00

Practical work 1. An individual task to build a Customer Journey in accordance with the conditions.

14.00 - 15.00

Lunch break

15.00 - 15.45

Practical work 2. Analysis of the simulated Customer Journey, discussion in groups, demonstration of analysis of work in groups.

15.45 – 16.00

Coffee break

16.00 – 16.30

Topic 4. Methods of development and implementation of service standards in an organization.

16.30 – 16.45

Team Game 2. Identification of service standards by the example of one company.

16:45-17:40

Topic 5. Teams in the organization: Formation and management of an effective team. Practical work

Practical work 3. Delegation of authority.

17.40 - 18.00

Final discussion, analysis of the results.