Maximize your customers’ satisfaction by implementing a culture of Customer Service Performance.

Over the last 6 years, the team at The KPI Institute: Documented 8,000+ KPIs from 16 functional areas and 25 industries;Reviewed 1,000+ performance reports from 125 countries;Referenced 30,000+ resources (books, articles, performance reports) as part of the documentation process;Developed 250+ KPI Dashboards and Balanced Scorecards.

With the insights gained we: Assisted 28,000+ organizations in finding solutions for their KPI needs;Trained 2,500+ participants in 40+ countries on how to work rigorously with KPIs.

3 Key Business Benefits Deliver responsive and engaging services by implementing, sustaining and evaluating a culture of customer service performance in your own organization; Gain the recognition, loyalty and advocacy of your external and internal customers;Attain high quality standards and ensure the usage of relevant channels and instruments in your customer service.

“I contacted The KPI Institute for an in-house training with my team. We found both the material and the way of explaining concepts by doing examples invaluable. I would also say that this is a great value for money if you want to build the competency within your organization.” Fahad A. AlFaadel, Saudi Food and Drug Authority, Saudi Arabia

Info at: www.kpiinstute.org | office@kpiinstitute.org | AU: +61 3 9028 2223 | UAE: +971 4311 6556 | RO: +40 3 6942 6935

Customer Service PerformanceFramework

CUSTOMER SERVICE

PERFORMANCE

v 1.0 2015

CERTIFIED

PROFESSIONAL

C-C

SP

Certified Customer Service Performance Professional

7 editions in 2015 5 cities in 2015

2www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional

Course Overview

AgendaEducational Resources

In-house Training CourseRegistration

Customer service experts

Individuals working with customers on a regular basis, regardless of their field of expertise or the organization’s profile will discover, through this course, the tools and resources required for the effective implementation, sustaining and evaluation of a customer service performance culture within their organization. By sharing good case practices in the field and models for standardizing the customer service function, the participants and the trainer will come up with solutions to the existing challenges within organizations.

Top/middle/lower customer service management people

Individuals from top/middle/lower customer service management, regardless of their field of expertise, will be glad to discover in “Certified Customer Service Performance Professional” a training course especially designed to develop their customer service performance management skills. The course provides the tools and resources required for the effective design, implementation and evaluation of a customer service performance system within their organizations. Good case practices and new trends in the management of the customer service teams are discussed and analyzed.

Professionals interested in customer service

Entrepreneurs, analysts and professionals from different fields, that have to interact with customers in their respective work fields, will acquire the knowledge needed to understand customer behavior and responding standards. The networking opportunity and the possibility of sharing knowledge and personal experiences with other professionals from the customer service area constitutes an important aspect of this training course.

In a highly competitive market, the quality of the organization’s customer service will determine the customers’ loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the essentials, enablers and evaluation tools of a performant customer service.

This course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the importance and implementation phases for the customer service performance culture, but they will also be provided with the necessary tools and channels to implement it and measure its impact, both internally and externally.

Course Overview

Participants profile

Attain a standardized approach for your services’ performance by designing a customer service strategy and system;

Acquire a high level of versatility that enables you to react and deal with a vast range of scenarios when working with and for the customers;

Gain competitive advantage by capitalizing on good case practices and learning from worldwide customer service best practices;

Improve your ability to evaluate your external and internal customers’ satisfaction and take into account their feedback, in order to ensure continuous improvement;

Get professional recognition of your customer service knowledge and skills through a Certification granted by The KPI Institute.

Understand how to implement a customer service performance culture, strategy and working system in your organization;

Develop the channels and tools needed to sustain a customer service performance culture;

Create a systems thinking in customer service performance management;

Learn how to fulfill your internal and external customers’ needs and expectations;

Practice and improve the competencies required in different customer service settings: face-to-face, phone, writing service, upselling, cross-selling opportunities, as well as complaints handling.

Benefits

Learning objectives

+

Course Overview

3www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional

Course Overview

AgendaEducational Resources

In-house Training CourseRegistration

Customer service performance parametersThe importance of customer service for the company’s image and future revenue streams;Customer service performance standards within the organization;Essentials, enablers and evaluation of the customer service performance; The customer service team and its members;The implementation, sustainment and evaluation of the customer service performance; Activity: Analyze the negative impact of the United Breaks Guitars campaign;Activity: Share outstanding vs. terrible customer service experiences.

External vs. internal customer serviceDefinition and profile of the customer;The difference between external and internal customer service; Customers’ focus, needs and expectations.

Customer service in practiceFace to face interactions;Online interactions;Activity: Role-play different situational interactions.

EssentialsCustomer Service Strategy

Customer service direction, objectives, KPIs and projects;Alignment of the customer service with the organization’s mission, vision and values;Activity: Analyze Amazons’ strategy in terms of customer service;Activity: Define 1 goal and 3 objectives for your organization’s customer service.

EssentialsCustomer service system

Customer service performance tools:Desired State of Evolution;Strategy Map;Scorecard;Dashboard; Portfolio of Initiatives; Customer service procedures;Customer service processes mapping and optimization;

Steps in implementing a customer service performance system;Activity: Match the items to the relevant customer service system tools and implementation techniques;Activity: Define the standard procedure for a given situation and map the process;

Customer service skillsDefinition and profile of the customer service professional

Desired attitude and mindset;Excellent customer interaction skills;Business acumen;Cultural sensitivity;Stress management;

Activity: Take a customer service self-assessment test.

Customer service culturePillars of a customer service performance culture:

Change management;Communication;Motivation;Transparency;Recognition;

Activity: Analyze Zappos’ customer service culture-based company.

Customer service in practiceIn-bound and out-bound phone calls;Upselling and cross-selling;Activity: Role-play different situational interactions.

EnablersChannels

Customer service performance interaction channels: Face to face, Online: web presence, e-mails, chats, social media and phone;Activity: Realize a SWOT analysis on different channels.

Knowledge and LearningKnowledge base development;Data gathering, storage and update;Learning and making decisions based on experience.

EnablersInnovation

The importance of encouraging and sustaining an innovative customer service;Activity: Analyze turn-time reduction for airplanes.

TechnologyTools, software and technological enablers to sustain the customer service performance; Activity: Analyze US Airways’ IVR system.

EvaluationAudit

Customer service international standard: ISO 10002:2004;Customer Service Performance Maturity Model.

KPI ScorecardsCustomer service KPIs overview and examples;Activity: Practice decision making based on a scorecard example.

Metrics DashboardsCustomer Service metrics overview and examples;Activity: Practice real time decision making based on a dashboard.

Customer feedbackTools and techniques for measuring the customer’s satisfaction, loyalty and advocacy;Implementation of feedback generated by the customers;Activity: Design a 7 question customer satisfaction survey.

Customer service in practiceTypes of difficult customers;Handling complaints;Activity: Role-play different situational interactions.

Review and certification examCourse review;Certification exam.

Day 1 Day 2 Day 3

Agenda

Agenda

4www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional

Course Overview

AgendaEducational Resources

In-house Training CourseRegistration

Participants will receive the Customer Service Toolkit, which consists of templates for:

Customer service process mapping;Customer satisfaction survey; Customer service standard operation procedure; Dashboard and Scorecard; Portfolio of Initiatives; KPI documentation forms.

Course materials: Course slides; Course notes.

Inclusions

At the end of the training course, participants have the opportunity to obtain the Certified Customer Service Performance Professional status, a premier global certification program dedicated to outstanding customer service performance practice, after successfully completing a certification exam.

The Certification exam will take place at the end of the 3rd day of training. It contains 75 questions and the necessary score to pass is minimum 50.

Evaluation

Educational Resources

The KPI Infographic;

The qualitative reports Performance Management in 2012 and Performance Management in 2013;

Webinar: the “Customer service performance” webinar is a starting point to understanding the main pillars of the dedicated architecture.

Learning experience

Pre-course This part of the learning experience is meant to ensure a smooth transition to the face-to-face training. For a successful learning experience, it is highly recommended to take the following steps:

Introduction – share an introduction message to present yourself to the other participants in an online group;

Pre-course evaluation – fill in a need analysis and a short quiz to establish the current level of knowledge and to share your expectations. As a part of this self-evaluation, you can establish personal learning objectives for this training course;

Guidance and schedule – read a document presenting guidelines on how to maximize your learning experience, as well as a recommended learning schedule;

Further reading – analyze several materials, including information about the history and development of the discipline;

Movie recommendation – watch and write main learning points from the movie “ A five star life”, which will constitute a starting point for a discussion related to Customer Service auditing standards;

Mystery client – conduct a secret service audit of your company and create a report with the findings;

Additional video – watch a video and answer to 3 questions.

Core course During the three days of face to face training, the course is designed to facilitate experiential learning and ensure a high level of interactivity. Exercises used to enhance the development of competencies range from simple discussions and case studies to simulations and the elaboration of supporting tools for customer service performance.The learning experience consists in:

Applying concepts in practical exercises;

Developing systems and tools to facilitate the implementation of a Customer Service Performance Culture;

Sharing experiences and best practices;

Evaluating participants’ knowledge, through short quizzes to support the final test.

After-course The learning process is not finalized when the face to face training course ends. For a continuous learning experience, we encourage you to take the following steps:

Synchronized learning – participate in a 180 minutes synchronized sharing session, as well as in 120 minutes of synchronized training, where you can focus on your experience of implementing the Customer Service Performance culture in your organizations. The objective is to offer solutions to the challenges you face in the process;Knowledge retention – take a self-assessment quiz, 2 weeks after the course, in order to see how much information you have retained.

Subscription to smartKPIs.com for 6 months, providing access to over 8000 KPI examples;

One research report from the Top 25 KPIs series;

One webinar from the 2014 Performance Management Webinar Series.

Educational Resources

5www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional

Course Overview

AgendaEducational Resources

In-house Training CourseRegistration

If you have a group of five or more to train you can save time and money by running this training course in-house. Use the contact details provided below to request a customized offer from one of our training solution specialists.

Embedded learningOur aim is to do more than just deliver the course – we want to ensure that your people gain long-term benefits from their training and perform better in their jobs so that you see the return in your investment of your people.

Increased relevanceYou can enhance the effectiveness of your training program by incorporating a real live audit with the assistance of the facilitator – making the course more relevant to you and your business.

ExclusivityEach in-house training session is exclusive to your organization – you can introduce company sensitive or market competitive information into sessions, without commercial compromise.

Cost savingsThere are clear cost savings to be made – you save on travel, accommodation expenses and employee’s time.

FlexibilityThe KPI Institute in-house training is flexible, adaptable and effective, ensuring that you get the best possible learning experience.

Organize this training course in-house

In-house Training Course

Testimonials

The KPI Institute offers a broad set of training courses customized to specific functional areas, industries or topics related to performance management.

Each of these courses is developed based on The KPI Institute’s research and aims to provide practical solutions for improving business performance.

Access the Training Courses Catalogue for the complete training offer.

Training Courses Catalogue 2015

“Particularly adept at building and sharing knowledge... creativity, research and exemplary stakeholder management skills were essential to success.”

“A powerful insight into your hidden potential that can drive you to a high level of excellence.”

“This is one of the best programs regarding performance management, I have ever attended. I highly recommend this training for any manager who wants to manage his/her business in the right way.”

“I would rate the training 10 out of 10 and highly recommend it to others. The facilitator managed to get excellent group interaction right from the beginning, the course was interesting, informative and very well presented.”

Gavin Haberfield, Department of Treasury and Finance, Australia

Alassane B. Ndiaye, Qalinca, Belgium

Perviz Aslani, EMBAWOOD, Azerbaijan

Mohamed Salah El-Dein, Salehiya Medical, Saudi Arabia

HeadquartersMelbourne Office

Life.lab Building198 Harbour Esplanade, Suite 606, Melbourne Docklands, VIC 3008, AustraliaT: +61 3 9028 2223 M: +61 4 2456 8088office@kpiinstitute.org

European DivisionSibiu Office

Sibiu City CenterSomesului Street, No. 3 - 550003Sibiu, RomaniaT: +40 3 6942 6935 M: +40 7 4706 0997office@kpiinstitute.org

Middle East DivisionDubai Office

The Fairmont DubaiSuite 13 - Office 2103, 21st Floor, Sheikh Zayed Road, PO BOX 119724, Dubai, UAET: +97 1 4311 6556 M: +971 55 787 6427office@kpiinstitute.org

SE Asia DivisionKuala Lumpur Office

Wisma UOA II21 Jalan Pinang, Unit 11-10, 50450Kuala Lumpur, Malaysia M: 011 3 032 135office@kpiinstitute.org

In-house Training Course

6www.kpiinstute.org | office@kpiinstitute.org | Certified Customer Service Performance Professional

Course Overview

AgendaEducational Resources

In-house Training CourseRegistration

Registration

Registration cancellation procedure

Any withdrawals have to be announced at least two weeks before the beginning of the course, through fax or e-mail. In this situation, the attendance fee will be refunded, less $400 retained for administrative expenditure.

The attendance fee will not be refunded if the withdrawal from the course takes place less than 2 weeks before its start date. If you find yourself in the impossibility to attend the course after the registration process is already completed you may delegate another person to attend the course in your place without any further fees charged. If you have confirmed and made the attendance fee payment but you didn’t attend the course, the course attendance fee will not be refunded.

If you attend the course only partially (one day or a limited number of sessions), you will not benefit from any attendance fee reduction or refund.

Title

*Please fill out all the fields below

Training course

Date of training course

Email

Telephone

Organization

Department

Job title

Organization size

Industry

Address

How did you hear about us?

City State / Province

Country Postal Code

First name Last name

Expression of Interest

Use one of the following options:

Complete this form and fax it to your nearest office:

European office: +40 2 6441 4360

Middle East office: +971 4332 8810

Southeast Asia office: +971 4332 8810

Australian Headquarters: +61 3 8395 6544

Email us with your registration details

Call us and we will assist you through the registration process.

European officeAlexandru Munteanalex.muntean@kpiinstitute.comM: +40 7 4706 0997

Middle East office Teodora Gorskiteo.gorski@kpiinstitute.com T: +971 4311 6556

Southeast Asia officeOana Gavriloana.gavril@kpiinstitute.comM: 011 3 032 135

Australian HeadquartersCristina Dumacristina.duma@kpiinstitute.comM: +40 7 4214 7774

3 ways to register:

Online

Registration form

Direct contact

Registration