Sneak Preview: Customer Service Excellence

Who is really responsible for the quality of customer service? What are customers looking for today? Why do so many brands deliver substandard service? What can you learn from the brands that get it right? And once you learn these lessons, how can you get your team to deliver that service you’re dreaming of?

Let’s dive into the answers together. Join us and take the first step towards creating exceptional customer experiences!

Discover AIHM’s ‘Customer Service Excellence’ Short Course

Upgrade your customer service today. AIHM’s short courses are designed for busy professionals. You’ll complete the course in a weekend and emerge with concrete changes you can put into practice immediately. Want to know more about what you can expect from this two-day Customer Service Excellence course? Instructor Chris Meylan gives you a preview below.

What is customer service excellence today?

It's a sad reality that customer service in many businesses falls flat. Too often, you've got employees who deliver the service but who couldn't care less about the customer. They're just going through the motions, following a script without an ounce of belief in what they're saying. And hey, remember that loyal customer who shows up every single day? Nobody seems to remember them or make them feel special. It's a mess, really.

But it's crucial to recognise that the responsibility for subpar customer service does not solely lie with the team members themselves. More often than not, it can be attributed to a management problem. When management fails to prioritise the establishment of a remarkable customer service culture, the overall quality of service inevitably suffers. However, fret not, for there is room for optimism. By embracing the right management mindset and demonstrating a commitment to comprehensive training programmes and robust processes, businesses have the power to reverse the tide. It is imperative to seize this opportunity, proactively foster a customer service culture that surpasses expectations, and ensure customer loyalty that endures over time.

I used to go to a coffee shop every morning for my coffee fix. Despite coming at the same time every day, ordering the same thing, and being a loyal customer, nobody seemed to care. The staff never recognised me or showed appreciation for my business. Instead, they only seemed to care about getting me to register for their special app for a discount. That all changed when I discovered a new coffee shop in the same building. The coffee might have been a bit more expensive, but the staff made me feel special and welcome. They recognised me, joked with me, and always seemed genuinely happy to see me. They knew my order without me having to ask, and that little bit of human interaction was enough for me to be willing to pay almost twice as much for my coffee. I understand that not every customer will have the same experience as me, but I strongly believe that when an organisation is able to make a customer feel special and welcome, they will come back with their business. And not only will they come back, but they will also recommend the business to their friends. It takes little effort for the employees to make customers feel appreciated, but it makes everyone's experience better. This is my favourite anecdote about why customer service is so important.

What is the course about?

This course on service excellence goes beyond the conventional scope of learning service standards or specific service styles like the French approach. Instead, it provides a management-oriented perspective, focusing on the fundamental elements of building a culture and implementing effective processes that foster a culture of outstanding service.

Service excellence is not solely dependent on meticulous processes alone; it also requires a shift in the mindset of every team member. In this course, we will explore the crucial balance between robust processes and instilling a customer-centric mindset in order to consistently deliver exceptional service experiences. This course will be a practical journey—you’ll learn concrete ways to develop a service culture that prioritises customer satisfaction and sets the stage for lasting success.

Should managers or business owners take this course themselves?

Certainly! This course is specifically designed to benefit managers and business owners. They are the primary audience who will gain the most value from the insights and strategies provided.

Managers and business owners possess the authority and influence to shape the culture and implement effective processes within their organisations. This course empowers them with the knowledge and tools to cultivate a service excellence mindset and drive their teams towards delivering exceptional customer service.

If you're a manager or business owner seeking to elevate your organisation's service standards, this course is precisely what you need. Get ready to unlock the secrets of service excellence and make a significant impact on both your customers and your business.

What will this course cover?

Our course will equip you with the tools and strategies needed to create unforgettable customer experiences and build a customer-centric culture within your organisation. In this course, you will learn about the importance of creating experiences rather than simply providing a service, and how digital transformation has transformed customer experiences. You'll also dive into customer journey mapping, experience maps, and how to storyboard the customer journey. We'll show you how to create service values that match your brand, empower your team members, and deliver the ultimate customer experience.

In addition, we will examine case studies of companies such as Ritz-Carlton, Four Seasons, Starbucks, and Apple to learn how they have created their service culture and how you can apply these lessons to your own organisation.

By the end of this course, you'll have a solid foundation in creating a service culture by communicating your core identity and service culture, training your talents, and engaging your team members.

What might participants in this course find surprising?

What might surprise you the most in this course is the pivotal role that management plays in building a service culture. It's truly remarkable how important it is for management to proactively establish the culture from the ground up, using well-defined systems and processes. Without this intentional effort, the culture may evolve organically, leading to uncertain outcomes. It could either flourish and work exceptionally well or become an unruly beast that is challenging to control.

Another fascinating aspect to explore is the significance of trust in fostering outstanding customer service. It's intriguing to discover how crucial it is for leaders to trust their team members and provide them with the autonomy to handle customer interactions and exceed their needs. Confident team members, backed by supportive leaders, are more likely to deliver exceptional customer service. On the other hand, overly controlling management team may hinder the ability of the front-line team members to provide remarkable experiences. 

Free download the Customer Excellence Worksheet, click here!

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Register Today

Join the next session of the Customer Service Excellence course. Register now.