Media Communication Service Quality and Developing Trust with Customer

Course Properties

Course date: 10-09-2017
Course End Date: 14-09-2017
Location Cairo

About This Course

    This course fits comfortably between two categories: media communication and trust with customer.
Providing outstanding media communication service quality often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build the best media communication service quality and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.


Course Objectives

         By the end of this program, successful participants will learn how to:
               • Provide exceptional media communication service that achieves results and gets noticed
               • Identify media communication service quality
               • Building media communication service quality plan
               • Adopt the skills and techniques that routinely deliver positive customer experiences
               • Maximize the value of your performance to ensure best quality


               • Deal effectively with difficult customers and turn complaints into opportunities
               • Explain customer satisfaction, retention and loyalty and measure them in a meaningful and systematic way
               •Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction to build trust with customer
               • Demonstrate a positive, confident and professional approach with internal and external customers to develop mutual trust
               • Arrange, plan and manage impactful customer satisfaction surveys
       Training Experience Includes


               • Profiling your media communication service quality
               • Profiling your customer service skills
               • Defining customer service excellence
               • Connecting with the emotional aspects of the customer experience
               • Assessing customer expectations


               • Modeling effective responses to typical customer service scenarios
               • Handling customer complaints and difficult situations
               • Putting the customer first in a simulated situation
               • Creating a personalized post course action plan


Who Should Attend

      This course is intended for:
               • Media Service.
               • Mass communication Service.
               • Customer Service Managers.
               • Customer Service Supervisors.
               • Customer Service Teams.
               • Everyone in the organization who has any contact, direct or indirect with customers.


 Methodology

               • Training Material Explanation.
               • Practical Exercises and Case Studies.
               • Role Plays.
               • Videos.


Course Contents

              •  Media Communication Service Quality
                      The importance of How to Build and Finalize a Media Communication Service Quality plan
                                Focusing on the how as well as the what
                                Developing a relationship of mutual trust
                                The Five Key Values of Media Communication Service Quality
                                Defining ‘Media Communication Service Quality’


                     Identifying the Media Communication Service Quality
                                Assessing the Media Communication Service Quality
                                Measuring the Media Communication Service Quality
                                Developing the Performance of the Media Communication Service Quality


                    Media Communication Service Quality Plan
                                Preparing the plan
                                Identifying the inputs & outputs
                                Assessing and revising the plan
                                Finalizing the plan


            • Customer Service Excellence: Why It Matters
                     The importance of How
                                Focusing on the how as well as the what
                                Developing a relationship of mutual trust
                                The Five Key Values of Customer Service
                                Defining ‘customer service excellence’


            • Creating the Customer Experience
                     Emotional aspects of the customer experience
                                   Making the initial connection with the customer
                                   Presenting a positive first impression
                                   Influencing customer perceptions
                                   Exceeding customer expectations


                     Identifying the differentiators of excellence
                                   Taking responsibility for demonstrating customer care
                                   Navigating the customer through the process
                                   Instilling confidence with a personal approach


                     Fostering long-term relationships
                                   Adopting a positive mental attitude (PMA)
                                   Small actions that demonstrate attention to detail


               • Communicating Effectively with the Customer
                     Collecting customer complaints from different media sources
                                   Collecting customer complaints from social media
                                   Collecting customer complaints from government media sources
                                   Collecting customer complaints from local and private media sources
                                   Collecting customer complaints from newspapers & magazines


                    Developing excellent communication skills
                                   Establishing rapport with your customer
                                   Personalizing the message
                                   Matching words and nonverbal signals


                    What you say and how you say it
                                   Verbal and vocal techniques that work
                                   Avoiding the quirks and distracters
                                   Banishing jargon to create clarity


                    Adopting a problem-solving approach
                                   Turning active listening into problem solving
                                   Employing questioning techniques that focus on outcomes
                                   Encouraging a spirit of enquiry rather than adversary
                                   Moving to a team approach with the customer


                     Achieving results for the remote customer
                                   Choosing and using appropriate media
                                   Applying best practices in call centre etiquette
                                   Top tips for e-customer care


               • Dealing Constructively with Tough Situations
                       Calming upset customers with active listening
                                   Demonstrating emotional intelligence
                                   Displaying empathy and showing neutral support
                                   Defusing anger and controlling the situation
                                   What you should not say to an upset customer


                     Techniques for dealing with difficult people
                                   Remaining objective in challenging situations
                                   Personalizing and depersonalizing messages
                                    Asserting your position through polite repetition
                                   Handling the obstinate customer


                    Transforming complaints into opportunities
                                   Generating useful feedback and learning
                                   Turning a negative situation into a loyal customer
                                   Tapping into the potential advocate within your customer


               • Customer Satisfaction surveys
                     Customer surveys guidelines
                                   Different survey metrics
                                   Types of satisfaction surveys: transactional versus image-based satisfaction surveys
                                   Who and what to measure
                                   How to ask
                                   Loyalty components
                                   The importance of demographics


                   Measuring customer satisfaction
                                   Setting and monitoring performance standards
                                   Tracking progress with internal indicators
                                   Enabling customers to express satisfaction
                                   Constructing a customer service charter


                   Developing trust with customer
                                   Customer satisfaction, retention, loyalty and delight
                                   Levels of trust
                                   Customer satisfaction and trust
                                   Customer delight trust
                                   Building customer loyalty


Role Plays
Role Play Scenarios are set up to show the relationship between departments, evaluate employees while dealing with customers, while working under stress and let them learn from their mistakes.
It covers a wide range of situations and problems that face customers.           

       Review
               • Action plans for implementation.
               • Review questionnaire and grading for the training.
               • Explanation of the next steps - coaching and performance.
               • Improvement.