Managing Service Excellence
An organisation's ability to build loyalty significantly impacts its top and bottom line, making excellent customer service a requirement for sustained growth. Yet today's service environment is more complicated that ever - with sophisticated products and services, demanding customers, complex technology, costly turnover issues, and the need to keep employees productive in what is often a stressful environment. These challenges increasingly fall on the shoulders of customer service managers, who need to capitalize on the strong link between employee and customer loyalty and enable their team to deliver service excellence.
Using real-work sessions, interactive skill practice, and peer advice exchange, this course addresses the following key content areas:
- Identifying customer expectation: A research-based framework for identifying and consolidating customer expectations, and communicating those expectations to employees.
- Setting and communicating customer-focused service standards: Tools for understanding customers' current experience, for developing service standards that reinforce the desired experience, and for communicating those standards in a way that both ensures consistency and encourages employees to use their judgment.
- Building employee commitment to service excellence: Tactics and practices for increasing commitment and building a motivating service environment.
- Coach's guide: A tool kit of quick, fun activities that managers ca use on the job with their team to teach and reinforce service concepts and skills.
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