Successful organisations continually Satisfy Customers, Increase Customer Base, Prevent Brand Switching, Address and Solve Problems and Delight their customers. Leaders of these successful organisations are proficient at developing and implementing targeted and customer-centric strategies. These leaders understand their company’s vision, mission and values. They are aware of internal and external conditions and possess skills to utilize these conditions to continually enhance customer experience and satisfaction.
This program is designed to instil a Customer Service Mindset and Culture in order to empower the company’s Service Delivery Efforts. Together, we
develop effective customer service strategies individually as departments for the ultimate goal of supporting the organisation’s service vision to achieve Customer Delight. Hence, productivity and profits are realized through Strategic Service Delivery Management.
Successful Customer-Centric Business Strategies
Positive Public Interest
Better Employee Morale
Higher Profits through Existing Customers
Increased Responsibility taken by employees
Enjoy savings through improved process efficiency
Reduced Risk of Business Failures
Enhanced Customer Experience
Embedding Customer Centricity in the Company Culture
Vision & Strategy Alignment
Components of a Service Culture
Building the mindset for service culture
Developing capabilities to support the strategy
Developing a customer service mindset
Self - diagnosis
Service Dimensions All Customers Care About
Exercise: Are we proving those dimensions?
Exercise: What needs to be done?
Strategy step 1
Understanding our customers through data collection
Conducting Customer Satisfaction Survey
Developing survey questions
Collecting and analysing data
Impact and importance of CSI & NPS
Developing strategy based on survey data results
Exercise: Data collection, calculation, CSI determination, Developing Strategy Statements
Strategy step 2
SWOT analysis for strategy improvement
Exercise: Conducting SWOT analysis to identify your company’s service strengths, weaknesses, opportunities and threats. Developing strategy through creating relationships between internal and external factors that influence service
Training outline - Part 2
Strategy step 3
Improving service related processes
Exercise: Mapping individual “AS IS” service processes to find gaps
Exercise: Developing “TO BE” service process maps for improved service and to resolve customer difficulties and complaints
Strategy step 4
Service goal setting & Action Planning
Critical success factors
Exercise: Service goal setting and strategy action planning
Strategy step 5
Monitor and evaluate progress
How to measure service quality
Customer Service data and KPI’s explained
Service levels best practices
Setting customer service KPI’s for front-liners
This programme employs adult learning techniques which include fun active learning strategies to facilitate understanding and retention. Participants will spend 80% of the time in individual or group activities which allow them to learn, develop and practice. A workbook is used to facilitate the programme.
Structured Experiential Learning Exercises, Super Learning Environment, Role Plays, Games & Simulation & Performance Coaching, Team Presentations.
Facilitating Customer Delight through Professionalism in Human Capital Development
To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise
Honesty, Integrity, Sincerity
Our Expert Trainers
Our trainers are PSMB Certified. They possess vast relevant experience in their own specific fields as practitioners and trainers. Each comes with an impressive list of clients whom they have personally rendered their training services to. Trainer profiles are attached with each training proposal sent to clients.