Everybody Is Part of the Customer Service Promise

 Program length:  Keynote to half-day

 Program Description: 

Making a commitment to the customer is the responsibility of all employees and departments.  Even though an individual may not have direct interaction with a customer, they still provide value within the organization and it is this value that enables the company to meet or exceed external customer expectations.  Having a service ethic within the company provides a definite competitive advantage and helps to secure long-term relationships.  The primary focus of this program is to communicate to all employees the importance of their individual contributions and to show them how “all of us is better than one of us!”

 Outcomes: 

 Understand customer’s specific definition of VALUE
 Create internal standards of departmental responsibility and accountability to exceed the
    customer’s expectations
 Develop team commitment employee by employee
 Increase the awareness level of each employee as to how they, individually and personally, are
    responsible for the success of your organization
 

Objective: 

This workshop will demonstrate how all departments contribute to the VALUE in which the customer is willing to invest and how to build your internal teams’ commitment to your organization’s vision, values, and promises to the customer.  Learn how all of your internal customers and suppliers can come together through a united effort for each and every customer.
 

Outline:

I. "Living" the Mission of the Organization

      A. What is our mission and what role do I play?
      B. Establishing everyone's #1 job priority
      C. Identifying external and internal customer satisfaction requirements

 II. Overcoming Obstacles to Achieving the Customer Service Promise

      A. Establishing departmental and personal responsibilities and accountabilities
      B. Positioning your company to market VALUE
      C. Building two-way lines of communication between all departments
      D. Establishing a managerial philosophy and culture that supports a team commitment to objectives and goals

III. Position the Organization To Provide VALUE

      A. Determining the customer's criteria in defining VALUE
      B. Understanding how all departments play a significant role in how the customer measures our ability to satisfy their criteria/expectations
      C. Defining and preparing for the "Moments of Truth"

 IV. Developing Internal Standards of Acceptable Performance

      A. Achieving a level of consistency throughout all departments
      B. Utilizing tools that contribute to internal and external customer satisfaction
      C. Building a plan of action to grow and move forward