Developing and Driving A Customer Service Ethic Throughout Your Company

Program length in days:  one to two

Program Description:

This intense workshop is designed as a roadmap to customer service success.  You will
follow a template that has been specifically designed to guide you in your efforts to
design, implement, and drive a customer service focus throughout your organization.

You’ll experience what it takes to move your entire operation forward, boost
performance to the next level, identify the necessary variables for creating team buy-in,
conquer the barriers to success, and communicate your “living” vision of world-class
service throughout the ranks.

Outcomes:

Through a series of interactive exercises, focus sessions, self-analysis auditing tools,
Customized action plans, and case studies, you’ll find out how to:
      • Determine the financial value of satisfied customers and the cost of dissatisfied ones
      • Develop, clarify, and communicate your vision, values & mission statements
      • Create buy-in from key stakeholders
      • Build a common service definition
      • Design a strategy and game plan for enhancing trust, teamwork, and personal responsibility
      • Create a step-by-step action plan for creating your own world-class, customer-focused organization

Objective:

 Learn how to develop a fail-safe strategy and objectives for delivering world-class
 customer service.  Understand what highly successful organizations do to “step back” to
 ensure they are on target in achieving their long term vision.
 
Outline:

I. WHY Customer Service Is Vital To Your Organization’s Success
      A. Supporting evidence
      B. Bottom line benefits
      C. Value of customers
      D. Plan for delivering throughout your organization

II. Foundation of the Process
      A. Purpose, Values, Vision, & Mission Statement?
            1. If no; the plan to initiate process
            2. If yes; the plan to more effectively impact your culture
      B. Benchmarking
      C. Integration of overall business philosophy
            1. Orientation
            2. Life-long training = The Learning Organization
            3. Management philosophy
            4. Reinforcement plans and process
            5. Establishing standards of performance
III. Designing the Strategy
      A. Definition of service
      B. Distinctions of world-class service providers
      C. Customer impressions/”moments of truth” analysis
      D. Surveying expectation levels
            1. Internally
            2. Externally
      E. High leverage/high impact plan

IV. Implementing the Strategy
      A. Strategic plan components
      B. Tactical plan
            1. Barrier removal process
            2. Performance measurement
            3. Climate of self-motivation
            4. Training needs analysis
      C. Operational plan
            1. Skill competency
            2. Departmental focus

V. Are You Ready To Start?
      A. Checklist
      B. Planning for performance improvement
      C. Action plan for self-improvement

Page last updated on Wednesday May 21, 2008