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open courses > service excellence courses > implementing customer services excellence
Implementing Service Excellence
Stage
one is to work out where you are now
in terms of service excellence.
This is the Research Phase and is usually a vital starting
point. Two areas require consideration:
Firstly - How
do your CUSTOMERS regard your service at present? Customer
surveys and mystery shops provide an effective means of staying close to the
customer. There is often a great deal of guessing about what
the customer thinks and wants, surveys provide actual data.
Secondly -
How do your STAFF view your customers and how effectively
do they work with each other to provide sensational service? ie:
how customer driven is your organisation?
Stage two is
to work with you to decide where you would like to be. Having
defined the gap we then, in consultation with you, devise
a programme tailored specifically to your organisation.
What is involved
A Service Excellence Programme may include all or any of the
following:
- Develop and run learning
programmes
Specially designed training courses to meet your exact
requirements in a variety of areas: Service Excellence
skills training, supervisory training, management
and leadership, telephone techniques, selling skills,
assertiveness, team building, presentation skills.
All these programmes are tailored to the goals and culture
of your organisation.
- Develop a new Company
Vision/ Service Excellence Goal
A goal clearly identifies what your
company’s objectives are. It encapsulates the
spirit and culture of your organisation.
Consider the objectives of a nation at war. The goal
is simple – to win the war. The result –
everybody pulls together, superhuman effort is given
to achieving the aim.
We can organise a Strategy Workshop for your top team.
Over two days we discuss the research findings, then
work with you to develop a new Service Excellence Goal
and plan each stage of its implementation and follow-up.
- Communicate the Goal
to Staff
To be effective a Service Excellence Goal must be clearly
communicated throughout your organisation.
We can design and run Launch Events - dynamic, high
impact meetings to which large numbers of staff are
invited.
These make everyone aware of the company’s goals
and gain commitment to service excellence at all levels.
- Devise ‘Customer
First’ internal systems
It may be that your procedures and
forms are designed to suit the requirements of the
organisation and not the customer.
The start of a Service Excellence Programme is a good
time to re-appraise these systems and, if necessary,
re-write them with the customer in mind.
We can organise a Strategy Workshop for your top team.
Over two days we discuss the research findings, then
work with you to develop a new Service Excellence Goal
and plan each stage of its implementation and follow-up.
Whatever the scope of the project we work with you to achieve sensational service excellence.
For further information complete our enquiry
form or call our team of learning advisers
on +44 (0)20 7381 6233.
 
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