2016 editions: 08 - 10 May 30 - 01 November

Over the last 6 years, The KPI Institute team focused on developing an integrated framework for improving your organization’s performance in Customer Service.

This effort resulted in: A database of 138 Customer Service KPIs; A database of over 1000 KPIs from industries where Customer Service is vital (call centers, hotels, restaurants, retail etc.) Tens of articles and other research materials on customer service, published on PERFORMANCE Magazine;A comprehensive collection of customer satisfaction surveys, with our experts’ comments;The toolkit necessary to facilitate the performance in your organization’s customer service.

Certified Customer Service Performance Professional

Customer Service PerformanceFramework

CUSTOMER SERVICE

PERFORMANCE

v 1.0 2015

CERTIFIED

PROFESSIONAL

C-C

SPDubai, UAE

Maximize your customers’ satisfaction, loyalty and advocacy by enhancing your Customer Service Performance!

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

Info at: www.kpiinstitute.org | AU: +61 3 9028 2223 | UAE: +971 4 311 6556 | MY: +60 3 2742 1357 | RO: +40 3 6942 6935

“I would highly recommend this course as it covers all the important aspects of KPIs in which can be applied in real life.”Dk Siti Bazilah Pg Hj Zahari, Manager Trainee, Autoriti Monetari Brunei Darussalam, Brunei

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Course Overview

AgendaEducational Resources

FacilitatorCourse Fees

Registration Form

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

Course Overview

Course Overview

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 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.

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 customers’ satisfaction, loyalty, increase the chances of them becoming advocates of the company and generate future revenue. This training course focuses on the entities, essentials, enablers and evaluation tools involved in a performant customer service.

The course’s approach to customer service is unique, as it includes the performance management dimension. Participants will not only understand the important role played by all the entities involved in the process, but they will also become familiar with the implementation phases of a customer service performance management architecture. Furthermore, they will be provided with the necessary tools and channels to enhance performance and measure its impact, both internally and externally.

Participants profile

Attain a standardized approach for your services’ by implementing a customer service performance 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 customer service performance;

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, over the phone and difficult customers’ handling.

Benefits

Learning objectives

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Course Overview

AgendaEducational Resources

FacilitatorCourse Fees

Registration Form

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

Agenda

Agenda

Customer Service Performance Overview and Importance

The 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 a good and a bad customer service - case practice;Activity: Share outstanding vs. terrible customer service experiences.

The Customer: External vs. Internal Customer Service

Definition and profile of the customer;The difference between external and internal customer service;Customers’ focus, needs and expectations;Difficult customers’ typologies and solutions.

The Customer Service ProfessionalDefinition and profile of the customer service professional:i. Desired attitude and mindset;ii. Excellent customer interaction skills;iii. Business acumen;iv. Cultural sensitivity;v. Stress management.Activity: Solve different practical exercises.

Customer Service in Practice Handling complaints;Customer Service International standard: ISO 10002:2004;Activity: Role-play different situational interactions.i. Face to face interactions;ii. Telephone interactions;

Essentials of Performance ManagementCustomer Service Strategy

Customer service direction, objectives, KPIs and projects;Alignment of the customer service with the organization’s mission, vision and values;Activity: Analyze Zappos’ strategy in terms of customer service.

Customer Service SystemCustomer service performance tools:Desired State of Evolution; Strategy Map; Scorecard; Dashboard; KPI documentation & report forms; Portfolio of Initiatives.Activity: Allocate the relevant Customer Service KPIs on a Scorecard; Activity: Match the items to the relevant customer service system tools and implementation techniques;Activity: Document the “% Customer satisfaction” KPI.

Customer Service Performance CulturePillars of a customer service performance culture:Change management; Communication; Motivation; Gamification; Recognition.Activity: Analyze different good case practices for the customer service employees’ engagement.

Customer Service Performance Enablers

ChannelsCustomer service performance interaction channels: Face to face; Online: web presence, e-mails, chats, social media; Phone.Activity: Realize a SWOT analysis on a communication channel.

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

InnovationThe importance of encouraging and sustaining an innovative customer service;Activity: Analyze Amazon’s Dash innovation device.

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

EvaluationAudit of the Customer Service Performance Maturity

Customer Service Performance Maturity Model;Activity: Fill in the Customer Service Performance Maturity Model questionnaire.

Customer Service Performance ReviewPerformance Management review meetings;Scorecard evaluation & decision making;Dashboard evaluation & decision making;Activity: Practice real time decision making based on Customer Service scorecard and dashboards examples.

Customer FeedbackTools and techniques for measuring the customer’s satisfaction, loyalty and advocacy;Implementation of the feedback generated by the customers;NPS data collection and KPI calculation;Activity: Design a 5 question customer satisfaction survey.

Review and Certification ExamCourse review;Certification Exam.

Day 1 Day 2 Day 3

9:00 - 17:00 9:00 - 17:00 9:00 - 16:45

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Course Overview

AgendaEducational Resources

FacilitatorCourse Fees

Registration Form

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

Learning experience

Educational Resources

Educational Resources

The KPI Infographic; The qualitative reports Performance Management in 2012 and Performance Management in 2013;Webinar: The “KPIs selection techniques” webinar will enable you to continue the learning experience and offers you insights in how to implement a performance management architecture in your organization’s customer service department, by teaching you best techniques to select KPIS

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 start a discussion on the online learning platform.

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 practical usage 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 management architecture;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:

Action plan – submit a plan to state the changes you intend to make in your department or organization in terms of Customer Service Performance implementation 3 days after the training course; KPIs selection techniques – watch a 45 minutes webinar explaining the next steps after deciding to implement a Customer Service Performance architecture in your organization. Learn how to select the right KPIs and get insights from best case practicesIn-house presentation – submit a PowerPoint presentation that you will deliver within the organization on key topics covered during the training course, 3 weeks after the end date of the course.Additional reading – access a list of resources (books, articles and videos) in order to continue your learning experience.

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

Customer service process mapping;Customer Service Performance Maturity Model questionnaire; Customer service standard operation procedure; Dashboard and Scorecard; Portfolio of Initiatives; KPI documentation forms.

Course materials: Course slides; Course notes.

Inclusions

Evaluation

Premium Subscription on smartKPIs.com available for 6 months, providing access to 500 fully documented KPIs and over 20.000 KPIs enlisted

One research report from the Top 25 KPIs series;

Free access to all webinars from 2014 to 2015 Performance Management series.

The certification process is finalized only when you complete all of the 3 stages of the learning experience. Nonetheless, you will receive a:

Certificate of Completion (soft copy): after completing pre-course activities and passing the Certification Exam;Certificate of Attendance (hard copy): after participating at the 3 days of on-site training course;Certified Customer Service Performance Professional diploma (hard copy): after successfully completing all of the 3 stages of the learning experience.

We strongly recommend that you obtain the Certified Customer Service Performance Professional title, as this endorses your skills and knowledge related to this field.

The course fee covers the cost of the certification process, valued at $350, ensuring a smooth certification system.

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Course Overview

AgendaEducational Resources

FacilitatorCourse Fees

Registration Form

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

Facilitator

Testimonials

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

Access the Training Courses Catalogue below for the complete training offer.

Training CoursesCatalogue 2016

Facilitator

Maria Desmons-Macrea is Customer Experience Practice Manager at The KPI Institute, with 7+ years of experience in designing and delivering training programs, and 4+years

in working in the Customer Service Management field.

Passionate about performance management, she is currently developing a model that will facilitate the successful implementation of a Customer Service Excellence Culture. Maria was involved in several international projects collaborating with organizations, such as Mission Hills Group, Shenzhen Managers’ College, PDV Power International, Shenzhen - China Local Government or Friedrich Ebert Stiftung.

As a trainer, Maria delivered 1000+ training hours on Cross-cultural management, Business etiquette, Communication skills, Customer Service in Hospitality, Local Politics or Motivation in various parts of the world such as China, Sweden and Romania.

Maria was awarded the Trainer of the Year by the Mission Hills Group in 2011. She was also a guest-speaker in conferences and symposiums on Leadership and Women’s Entrepreneurship.

The educational background in Political Science and Economics was successfully completed by the attendance to different training and certification seminars, such as: Certified KPI Professional, Developing Innovative Ideas for New Companies, Leadership, Project Management, Train of Trainers etc.

Customer Experience Practice ManagerMaria Desmons-Macrea

“The training on KPIs gave me the right understanding about the process, starting with identification, to KPI’s alignment, strategy and performance measurement, which will really add value to the organization.”

“Thank you very much for a productiveand informative workshop. The trainerwas very organized and professionalduring the whole training; I will nothesitate to recommend your services toanyone who needs your expertise. Thankyou very much and I am looking forwardto work with you in the future.”

“The tutor had strong knowledge aboutKPIs and succeeded to generate curiositythroughout the course.”

“Very dynamic and interactive course;knowledgeable and approachablecourse facilitator.”

Dhruv Goswami,Applied Corrossion Technology, UAE

Zuhair Siddiqui, Takreer - ADNOC, UAE

Dhruv Goswami,Applied Corrossion Technology, UAE

Arturo Cruz, Abu Dhabi Aviation, UAE

The KPI Institute is a research institute specialised in business performance. It operates research programs in 12 practice domains, ranging from strategy and KPIs to employee performance, and from customer service to innovation performance. Insights are disseminated through a variety of publications, subscriptions services, and through a knowledge platform available to registered members. Support in deploying these insights in practice is offered through training and advisory services.

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Course Overview

AgendaEducational Resources

FacilitatorCourse Fees

Registration Form

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

Course Fees

Course Fees

*The course fee includes course materials, lunch and coffee breaks.

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.

Organize this training course in-house

Operated by Connected Performance Training Institute under DED Trade License number 718620

Accommodation is not covered by the attendance fee and it needs to be arranged separately by participants.

Our dedicated team can provide you with assistance, information and guidance to help you plan your next training course and ensure you enjoy the services and comfort at a first class hotel.

We invite you to contact the event manager to enquire about special rates from the venue.

Official Course Webpage

Venue

Course Date

30 - 01 November

08 - 10 May 5 May

27 October

General Fee Early Bird 2

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2 or MoreParticipants

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Course Overview

AgendaEducational Resources

FacilitatorCourse Fees

Registration Form

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

Registration Form

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.

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