Blueprint to Excellent Customer Service

There is a growing demand for organizations to become service-driven and customer-focused. This requires, however, more than just creating a service philosophy and a service mission statement for the organization. It requires the development of a deep-seated service culture based on practical skills and guidelines that permeates across and through the entire organization.

Taking a service quality approach has been one way of differentiating competing services and products, many of which are becoming commodities in terms of features, benefits and even pricing. With increased levels of competition, customer expectations continue to rise with the increased levels of customer service received. Thus, the ability to create a competitive advantage through excellent customer service has become even more difficult. As a result, organizations need to develop strong service quality cultures and processes in order to maintain current customer levels and to prevent customer attrition.

Research on excellent service companies shows they deliver service by managing it formally. Good service is not left to chance, and is not driven by the random decisions of individual employees. In general, excellent companies follow four key principles in managing service delivery: Service Statesmanship, Efficient Tools, Service Professionalism, and Standards and Measurements. These four principles form the basis for the Blueprint to Excellent Customer Service workshop.

This one-day workshop takes department head managers and senior executives through a series of high-level strategies that can be implemented in their day-to-day operations in order to raise customer service delivery and to minimize the risk of customer attrition. Each participant in the course will work on individual action plans designed for immediate implementation in their respective business units.

Learning Objectives

  • Identifying factors required for service quality CPT
  • Understanding how to implement the 7 C’s of customer retention
  • Understanding customer expectations for both internal and external customers
  • Developing a Service Strategy that incorporates Service Statesmanship
  • Developing team, unit and individual action plans to meet business goals
  • Being prepared to recover from errors and mistakes and keep customers from moving to competitors
  • Identifying ways and means to reward and recognize excellent service delivery

Seminar Outline

Service Strategy in a Competitive Environment

  • 5 Dimensions of Excellent Service Quality
  • 4 Components of Quality Service Organisations
  • Critical Areas for Success in Customer Service
  • Trends Impacting Service Delivery
  • Customer Expectations for Customer Service

Building a Service Culture

  • Service Statesmanship
  • Efficient Tools
  • Creating a Culture of Service Professionalism
  • Management of Customer Problems

Creating Service Statesmanship

  • Role of a Service Statesman
  • Service Statesmanship of Problem Elimination
  • Service Professionalism: The People Side of Problem Elimination

Developing a Service Strategy

  • Service Mission Statement
  • Service Quality Goals
  • Service Reviews
  • Service Strategy Keys
  • Attributes of Service Competence

Effective Complaint Management

  • Who Complains
  • Types of Complaints
  • Techniques for Handling Customer Complaints Effectively
  • The AGREEMENT Model
  • Service Recovery

Service Measurement

  • Customer Service Measurements
  • Customer Service Measurement Survey Techniques
  • Internal Service Standards & Measures
  • Techniques for Achieving Timeliness Standards

Recognition and Rewards

  • Tools for Motivating Staff
  • Tools for Rewarding Staff
  • Rewarding Practices

Service Quality Learning Curve

  • Four Phases of Service Quality Learning Curve
  • Phase One: Commitment & Development
  • Phase Two: Involvement & Assimilation
  • Phase Three: Maturity
  • Phase Four: Maintenance