Liberating Service Excellence

A business cannot deliver what it does not have in stock. External service excellence therefore depends on internal strategies that support the customer’s needs. There is an interdependence across all departments and business units.

Most staff members want to deliver their best for the customer. They just need insights, skills, techniques and processes to liberate their service excellence and to see that this happens across all departments.

Front line staff cannot deliver service excellence on their own. Along with management, every person’s contribution impacts on the value chain. This means putting all systems and procedures under the spotlight.

This dynamic workshop will equip all staff members to shape memorable experiences for the customer.

This highly interactive workshop includes group brainstorming sessions, as well and fun games that build powerful customer service philosophies and strategies. Delegates receive self-monitoring assessments for continuous improvement. Idea-sharing builds powerful customer service philosophies and strategies that work!

Who should attend :

Management, as well as every person whose contribution impacts on the value chain that connects the customer to the business should attend. Ideally champions and drivers of the process should be appointed. They then spend two hours with the presenter to receive a toolbox for on-going integration and assessment, as well as continuous improvement.

Pre-course paperwork prepares the way for productive customer-focused thinking during training.

Duration :

This programme can be presented as a one-day or two-day programme, depending on the organisation’s logistics and present customer-focused maturity.

A business cannot deliver what it does not have in stock. External service excellence therefore depends on internal strategies that support the customer’s needs. There is an interdependence across all departments and business units.

Most staff members want to deliver their best for the customer. They just need insights, skills, techniques and processes to liberate their service excellence and to see that this happens across all departments.

Front line staff cannot deliver service excellence on their own. Along with management, every person’s contribution impacts on the value chain. This means putting all systems and procedures under the spotlight.

This dynamic workshop will equip all staff members to shape memorable experiences for the customer.

This highly interactive workshop includes group brainstorming sessions, as well and fun games that build powerful customer service philosophies and strategies. Delegates receive self-monitoring assessments for continuous improvement. Idea-sharing builds powerful customer service philosophies and strategies that work!

Who should attend

Management, as well as every person whose contribution impacts on the value chain that connects the customer to the business should attend. Ideally champions and drivers of the process should be appointed. They then spend two hours with the presenter to receive a toolbox for on-going integration and assessment, as well as continuous improvement.

Pre-course paperwork prepares the way for productive customer-focused thinking during training.

Duration : This programme can be presented as a one-day or two-day programme, depending on the organisation’s logistics and present customer-focused maturity.

Content :

Day one:

Liberating customer-focused thinking –
Developing a clear Service Profile.
Identifying and aligning partners in the value chain.
Fine-tuning to the customers’ practical and personal needs.
Identifying service gaps that need to be closed.
Tracking and agreeing specific actions for proactive memorable Moments of Truth.

Day two:

Communication skills for effective customer interface.
People Smart skills for productive pathways to customers and colleagues.
Communication skills for effective customer contact, face-to-face and on the telephone
Positioning service recovery.
Contracting service excellence on the line.

Tools :

A comprehensive toolbox for strategically driving the process forward is handed over.

THIS COURSE IS FOR IN-COMPANY PRESENTATION ONLY.

This allows for a cost-effective opportunity to establish a learning culture.

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