CREATING POSITIVE CUSTOMER EXPERIENCE & SERVICE CULTURE

Why Attend

The fact that successful organizations also have the most satisfied customers makes intuitive sense; and finding examples of such organizations is a simple matter. Names like Apple, Harley Davidson, Singapore Airlines and Virgin Airlines pop up immediately into mind. But which came first, the successful organization or the happy customer?

Unlike in the proverbial chicken and egg story, there is strong evidence that in the case of organizations and customers, one definitely has to come before the other. Peter Drucker, the father of modern management, said it best: “The result of any business is a satisfied (external) customer”. Drucker and other influential business thinkers clearly showed us where to direct our efforts.

It is by building a customer-centric culture first that an organization will develop the products, processes and services customers want, which will in turn result in a successful world-class organization. By taking inspiration from the most innovative companies and customer service gurus of modern times, this course will show you how to create this coveted ‘award-winning’ service culture.

Event Date: –

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Overview
Course Outline

Course Outline

DAY 1

The case for service excellence
- Famous quotes about ‘service’
- Definition of ‘service’
- Numbers to remember: the wake-up call
- Famous examples
- Service culture comes first
- The cost of service: striking the right balance

Understanding corporate culture
- Definition of corporate culture
- Impact on the organization
- Design versus nature

Areas to tackle and actions to take
- Leading from the top
  - Mission and vision
  - Being a role model
  - Training and coaching
- Recruitment of employees
- The importance of recruitment
- Who and how to recruit
- A word about ‘competencies’
- Service competencies
  - Internal customers
    - Types of internal customers
    - The silo mentality
  - Processes and procedures
  - The voice of the customer
  - Focus groups
  - Questionnaires and surveys
    - Complaints system
    - Service improvement tools
  - Kano model
  - RATER model
  - The ServQual model
  - Reward system

DAY 2

Delivering Customer Values
Ron Kaufman’s “Superior Service in Action”
Creating a superior service language
Pinpointing the real problems
‘Serving up’ true value
Delivering value the right way
Inspiring ‘action’, not ‘blame’

Managing massive culture change
- Culture change challenges
- Conditions for successful change
- Change management approaches
  - Kotler’s 8 steps
  - Force field analysis

Measuring success of service culture implementation
- Understanding KRAs and KPIs
- What and how to measure
- Benchmarking principles

Duration: 2 days

Class Session: 10:00 am – 4:00 pm each day including Breakfast and Lunchtime

Customize Your Training

This training is currently available as a residential/in-house option. If you prefer us to customize or have this training in-house at your location, kindly send your request via e-mail to:training@mctimothyassociates.com

Please Note

MctTmothy Associates Reserves the right to postpone or cancel a course due to unforeseen circumstances beyond our control. In such cases delegate(s) will be registered for the next run of the Course.