Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
In-House Training
Excellence in Training
CS05E
7 Star Customer Service
Delivering Outstanding Customer Service Excellence by raising your standards and embedding best practices
Overview
Primary Objectives & Benefits This workshop will help participants to:
This program will provide delegates with the opportunity to understand the practices and behaviors required to achieve 7 star customer service and what it means for them and their
organization. Generic principles will be converted into specific review and analysis of their organizational, functional and individual approach to customer service, highlighting
1.
Understand the importance of cascade from vision & mission to customer service excellence strategies.
2.
Design and deliver a ‘Magnetic Value Proposition’.
3.
Define 7 star customer service in their organization/function.
4.
Establish ‘hallmarks’ and ‘guiding principles’ for 7 star customer service delivery.
5.
Understand and apply MOT identification, analysis and action planning.
6.
Understand and contextualize the SERVQUAL & RATER framework for customer service delivery.
7.
Identify and manage risks with regard to handovers, dilutions, overlaps, clashes in service delivery.
8.
Create a 7 Star Customer Service Excellence Charter for their organization/function/team.
9.
Understand their role in customer service excellence delivery and to leave with an action plan for the achievement of best practice.
gaps and opportunities to raise standards and embed new practices. Robust models, theories and frameworks for evaluation of current practices and delivery of best practice
will be examined and contextualized so that delegates can leave with action plans to execute in their workplace.
Who Should Attend? Anyone working in Customer Relations, Customer Services, Sales in any sector and in any role will gain state-of-the-art insight into best practice and the steps they need to take to raise the standard to 7 Star Customer Service.
Excellence in Training
CS05E
Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
7 Star Customer Service
Delivering Outstanding Customer Service Excellence by raising your standards and embedding best practices Module 1 - Alignment To Mission, Vision, Strategy
Analysis of existing vision/mission statement Extension and cascade into function, team Highlight of customer focus and intention
Module 3 - Establish Guiding Principles And Hallmarks
Creation of guiding principles checklist The ‘hallmarks’ we aspire to carry and share Alignment to vision, mission, strategies
Accepted theory in customer service perception and expectation Disconfirmation, norms, equity evaluation Converting theory into practical application ‘Reality Review’ in your specific environment
Understanding the MOT approach Exploring our examples Considering how we can react on them Conduct a detailed MOT ID and analysis Action plan for an increase to positive MOT's
Background, history and journey Vision, Mission and Strategy for 7 star CS Learning from the Burj Al Arab case study INK psychology, how it applies to 7 star CS The future of customer service delivery
Module 4 - The SERVQUAL & RATER Models
Contextualizing SERVQUAL in organization The RATER version of SERVQUAL Review, audit, analysis and action planning against these models
Identification of the ‘Cycles of Service’ Identification of Complications to each cycle Application of steps, emotions and standards categories to each identified cycle of service Construction of learning & action plans
Module 8 - Blue Sky Thinking
Module 9 - The Burj Al Arab Hotel Case Study
Resonate, differentiate, substantiate service Where does our focus lie? How does focus pull customers towards us? A charter for 7 Star Customer Service focus
Module 6 - Specific ‘Cycles Of Service’
Module 7 – ‘Moments Of Truth’ Approach
Module 5 - Theoretical Analysis
Module 2 - Design Magnetic Value Proposition
Extreme customer service - 7 star plus! Blue sky thinking in customer service Removing constraints Design new customer service approach Costs versus benefits analysis
Module 10 - Risk Identification & Management
Identifying and reducing risk in service cycle MBLSS & SMART Model for action planning Personal action planning
Program Highlight Duration: 5 days Date: To be Agreed with the Client Organization Timing: 8:30 am to 2:30 pm daily Venue: Suitable & fully equipped venue (to be provided by Customer) Notice required: 10 working days
Language: English or Arabic Material: Participants will be provided with high quality handouts Certificates: Certificates of Achievement shall be provided to participants upon successful completion of the training program Fees: Inclusive of facilitator’s fees, materials and certificates