Customer Service

Going from Good to Great!!

This programme is designed to help you introduce and maintain a Culture of Superior Customer Service in your Organisation. Only when your employees understand that it is the customer who pays their salary and they recognise how their role can help create a satisfied and loyal customer, are they really ready to learn the skills to create this reality. 

Overview

This programme is designed to help you introduce and maintain a Culture of Superior Customer Service in your Organisation. Only when your employees understand that it is the customer who pays their salary and they recognise how their role can help create a satisfied and loyal customer, are they really ready to learn the skills to create this reality. With a workforce onboard with this mind-set, increasing your committed customer base is inevitable. This course will provide you with tools, techniques, and approaches to enhance individual mindsets and skills, and organisation capabilities at satisfying your customer.

Who will benefit?

It is designed for Senior and Middle Management (decision-makers), who would be responsible for introducing, driving and maintaining a Culture of Customer Service in the organisation.

What will participants learn?

Participants will be able to:

  • Understand what a Culture of Customer Service is and the impact it will make on the performance of the organisation.
  • Know how to introduce the Culture into your organisation.
  • Know how to measure the effectiveness of the Culture, take necessary corrective action and maintain growth and development of the organisation.

What will it cover?

Revisiting the Purpose and Vision

  • Most organisations have a clear sense of their Vision, Mission, Values and Culture. Participants will revisit these to ensure that it encapsulates the establishment and sustainability of a Service Culture.

Establishing a service orientated Value System

  • A service orientated Value System will be established to create a behaviour standards platform from which the entire staff can operate from. Management will be taught how to model this behaviour in all of their dealings with their staff, who are the internal customer base of the organisation.

Developing a Service Strategy

  • A Service Strategy will be developed to ensure that the necessary changes and modifications are made within the organisation and implementation strategies are established to activate the development of the Service Culture.

Aligning business units, teams and individuals to the Strategy

  • Participants will be taught how to ‘on-board’ staff in this process. The necessary structural and behavioural changes will be identified.

Establishing Critical Success Factors

  • To evaluate the success of the Service Strategy, Critical Success Factors will be established to periodically measure the progress and steps identified to address the ‘road-blocks’.

Implementing the Service Initiative

  • The Strategy now moves from the “Board Room” to the rest of the organisation. Participants will be taught how to implement the required steps and how to inform key Staff of the changes.

Developing and Empowering of staff

  • Participants will be taught how to ensure that the service culture in the organisation is established and practiced. They will also be taught how to empower and enable their key staff to live the service brand.

Evaluating and measuring performance

  • Participants will be taught how to use their service evaluation process and performance management system to constantly drive a service improvement culture.

Holding staff accountable for their behaviour

  • Participants will be taught how to hold their staff accountable for their behaviour and how to take appropriate action to improve below par performance.