Designing Your Customer Service Strategy

Set your customer service standard with deliberate strategic planning. This course looks at preparing a customer service strategy, communicating the plan and monitoring the performance against the strategy.

Date
Duration

2 Days

Time
Location
Participants
Total

Overview

How do you want your customers to experience your organisation? This key question is at the heart of your customer service strategy and helps define the way your staff make decisions and build customer facing systems and processes.

This course will take participants through the steps of designing and implementing a customer service strategy that aligns with the purpose and ambitions of their organisation. 

Who will benefit

Employees with responsibility for designing, shaping, influencing or implementing the customer service strategy of their organisation. This could include sales and marketing executives, office managers, operations managers or other professionals whose staff have direct contact with the customer.

Content

  • Mapping the existing customer experience
  • Identifying negative hotspots in the customer experience
  • Articulating the experience you want customers to enjoy
  • Gathering data on what the customer expects
  • Aligning customer experience with the organisation’s strategy
  • Preparing measurable service standards
  • Key elements of a customer service strategy
  • Communicating the customer service strategy to other stakeholders and frontline staff
  • Measuring and monitoring progress
  • Updating and refreshing the customer service strategy.

Learning Outcomes

Participants should be able to:

  • Define and map the existing customer experience
  • Identify where the current customer experience is failing to meet the needs of the customer
  • Prepare a customer service strategy that complements the overall organisation’s strategy
  • Write and agree on measureable service standards
  • Communicate the plan
  • Monitor service performance against the strategy.
Related Results

Sell customer focused solutions to meet customer needs. This course is ideal for people who are new to selling or who consider themselves as 'non-salespeople'. You'll discover the essential principles of selling and we'll remove any fear you may have of being seen as high pressure or manipulative. 

Identify, evaluate and review your marketing opportunities to align your marketing strategy with the broader organisation strategy. During this course you’ll learn the essential elements of preparing and implementing your marketing strategy.

Organisations that deliver exemplary customer service are well led. Their service culture is guided by leaders who set expectations, role model appropriate behaviours and monitor service delivery. Attend this course and learn how to deliver the service promise.

First impressions really do count. Discover what great customer service looks like in order to make this a positive impression every time. This course covers both external and internal customers and will also offer practical steps on how to handle difficult customers.

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