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 program 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.
