2 Day Workshop -- Price: $995 taxes extra
To Register or for more information please Contact us
Strategic Objective
To provide leaders with the knowledge, skills and tools to build customer loyalty through the development of a world class “service culture”.
Learning Objectives
Participation in this workshop will enable you to:
• Clearly define the elements of a world class service culture:
o At the organization level;
o At the management level, and;
o At the employee level.
• Build a view through the customer lens:
o Segmenting customers;
o Identifying customer expectations/needs;
o Conducting qualitative research.
• Facilitate the development of a world class service culture:
o Facilitate an assessment of the current service culture;
o Facilitate an action plan.
• Apply the Customer Service Deal Model.
Overview
The two-day Customer Service Leadership workshop has been designed to provide organization managers with the tools to enhance and build customer loyalty through understanding customers’ expectations and requirements, interpreting the data and building a service culture within their teams.
Building customer loyalty is a core goal for organizations. This is accomplished by managing the “moments of truth” with your customer. This phrase “Moments of Truth” was first coined by Jan Carlzon of SAS. A moment of truth is the precise instant when the customer comes into contact with any aspect of your business and on the basis of that contact forms an opinion about the quality of your services and, potentially, the quality of your product. Customer Service Leadership introduces the “DEAL” model, a methodology for creating a culture of service excellence that provides both tools and insights for managing the customer relationship and of course, these moments of truth.
Topics will include, but are not limited to…
Eight Steps to Building Customer Loyalty:
Step 1: Define Customer Service
• What builds customer loyalty;
• What is customer service;
• What are the elements of excellent service.
Step 2: Develop a Customer Lens
• See the organization from the customers’ perspective;
• Know your customers intimately;
• Business imperatives;
• The binding power of trust.
Step 3: Build a Service Vision
• The power of purpose;
• Define world-class service.
Step 4: Build the Business Case for Service
• Link to organizations’ mission/vision and business goals.
Step 5: Conduct an Organizational Diagnostic
Step 6: Lead Organization Change
• Tools to lead change;
• Why people resist change.
Step 7: Engage and Empower the Team
• Foster responsible freedom at the front lines;
• Remove barriers for empowerment;
• Link to employee engagement objectives.
Step 8: Coach & Model the Way
• Manager and employee trust;
• Service Leadership in action.
