1. CUSTOMER SERVICE /OPERATIONS
Customers want greater choice, speed of service, convenience and will not be “sold to” Companies that do not face up to these changes will lose market share. Explains how to exceed customer expectations at the front line, covering personal service, speed of delivery and the importance of service recovery
The key objective of this course is helping organizations, both big and small, become customer orientated.
- Introduction to Customer Service: This part introduces the concept of service quality and defines what this means to the customer.
- How managers need to drive and support a service strategy: This part will cover how to create a customer-focused organizational culture where a customer service strategy underpins how the organization conducts its business
- Listening to Customers: This area will outline the range of techniques for listening to customers and the advantages and disadvantages of each approach. It also demonstrates how to measure external as well as internal customer satisfaction.
- Implementing a service excellence strategy: In this area we investigate methods of implementing a service strategy and the need to design and market a program throughout the organization, starting with management and cascading throughout the company.
- Empowerment and ownership: This lesson outlines methods of engendering ownership of service initiatives including the process of empowerment and teamwork. It considers the myths surrounding empowerment and the need for preparation and support to bring it about.
- The Internal Customer: This section demonstrates how companies can create an ‘internal customer’ philosophy by everyone recognizing they have a customer and by encouraging participation of employees in service improvements.
- Training and development for customer service: This section explores the need to include everyone throughout the organization in training and development to enhance knowledge, skills and attitudes towards customer service. It outlines the different approaches to training and development that can be adopted, beginning by listening to customers.
- Communications: In this lesson we investigate how a service philosophy can become part of the culture of an organization via constant and consistent communication.
- Recognition and reward: This section considers the vital process of motivating the team, managing performance and recognizing and rewarding excellent service.