The fact that successful organizations also have the most satisfied customers makes intuitive sense, and finding examples of such structures is a simple matter. Names like Apple, Harley Davidson, Singapore Airlines and Emirates Airlines pop up immediately into mind. But which came first, the successful organization or the happy customer?
Peter Drucker, the father of modern management, said: “The result of any business is a satisfied (external) customer.” Drucker and other influential business thinkers showed us where to direct our efforts.
YOU WILL LEARN HOW TO
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.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE
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
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
Module 2: Understanding corporate culture
Definition of corporate culture
Impact on the organization
Design versus nature
Module 3: 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 hiring
Who and how to recruit
A word about ‘competencies.’
Service competencies
Internal customers
Types of domestic 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
Module 4: 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’
Module 5: Managing massive culture change
Culture change challenges
Conditions for successful change
Change management approaches
Kotler’s 8 steps
Force field analysis
Module 6: Measuring success of service culture implementation
Understanding KRAs and KPIs
What and how to measure
Benchmarking principles
