Redefining Service Excellence

Transcription

1 Redefining Service Excellence Online Certification Program Description: Maximizing the Customer Experience The Training Bank

2 Maximizing the Customer Experience Online Certification Program Introduction Research confirms that providing exceptional customer service, at all levels of an organization is more important than ever. Customers want the very best service and are willing to pay more if they get it. It is alarmingly clear that too high a percentage of customers do not believe the vast majority of companies they deal with care about keeping their business and these customers are looking elsewhere in the hope they will find companies who value their business and to whom they can become loyal. This 8 Module online certification program is based on our highly successful classroom training Customers Forever. This comprehensive program takes from 6 to 7 hours to complete. Whether you serve customers directly or support customer contact people, this program will help you to maximize your customers service experiences with you and your organization. Overall Learning Objectives Through this program you will: Examine why customer-focused service is an essential business strategy which will contribute to the long-term success of your organization Explore what service is and why it is important, from the customers perspective, the impact service has on your business, and the real consequences of poor service Identify the drivers of customer satisfaction and learn what customers want and expect when it comes to the service they receive Examine customer behavior when it comes to service and determine what you can do to listen to the voice of the customer and what you can do to create value for your customers Be able to use a process for tracing the customer s journey through your organization and use this process to identify what you can do to maximize the customer experience Explore your role as an internal service partner, identify who your internal partners are and implement a process for building and maintaining effective internal service partnerships Be able to use pro-active service recovery strategies for handling customer service problems and complaints Explore the importance of making improvements to your systems, processes and procedures which are aligned with what customers value, and learn what you can do to enhance your continuous improvement efforts. Develop a Personal Action Plan for how you will implement what you learn in this course Module Titles include: Module 1: Why Service? Module 2: What is Customer-Focused Service? Module 3: What Customers Want Module 4: Understanding Customer Expectations and Perceptions Module 5: Moments of Truth and Coffee Stains Module 6: Internal Partnerships Module 7: When Problems Occur Service Recovery Module 8: Enhance and Align the System

3 Study Guide and Personal Action Plan The content contained in this program is the equivalent of 2 days in the classroom. This is a tremendous value. Included in your tuition is a 42 page Study Guide and Personal Action Plan. This terrific learning resource contains learning activities and a Personal Action Planning tool. The learning activities will help you to apply what you learn as you work on a module. The Personal Action Plan gives you an opportunity to set some goals for yourself so that you can apply what you have learned on-the-job. More About the Program Each fully narrated module explores all the key principles of customer focus and service excellence in detail. You will also find tools, tips, situational examples to enhance your understanding of the content. Included in most modules you will also find short video clips. These clips are taken from a session of our classroom version of this training program. As you work through each module you will complete short pop quizzes to check your understanding of what has been covered. And... at the end of each module you will have the opportunity to complete a Final Quiz which you will need to pass in order to move on to the next module in the program. Module Learning Objectives Module 1: Why Service? understand why service excellence is critical to a company s success understand the financial consequences of good and poor customer service understand why you can only differentiate your business through the service you provide Module 2: What is Customer-Focused Service? understand what customer-focused service is from the customers perspective understand the difference between Service and Services Module 3: What Customers Want understand what customers want when it comes to the service they receive see examples of how you can deliver service which has HEART have a clear understanding of the definition of customer-focused service Module 4: Understanding Customer Expectations and Perceptions understand how customer expectations are formed learn how your actions influence these expectations understand the power of customer perception

4 Module Learning Objectives continued Module 5: Moments of Truth and Coffee Stains understand the concept of Moments of Truth use the cycle of service to determine what can be done to satisfy and impress customers recognize coffee stains and develop a plan for removing them when you spot them Module 6: Internal Partnerships understand why delivering exceptional service requires cooperation and partnership between employees of different functions and departments be able to define service partners be able to identify your service partners understand how to build and maintain effective service partnerships understand Personal Responsibility and how it applies to working with partners, and to the delivery of customerfocused service excellence Module 7: When Problems Occur Service Recovery understand why most customers don't complain when it comes to the service they receive understand how handling customer complaints and problems impacts on the customer's perception of service quality identify ways to make it easier for customers to complain understand why you need to have pro-active recovery strategies for predictable or recurring problems identify effective methods for dealing with customers when problems occur Module 8: Enhance and Align the System understand the importance of continuous improvement understand your role in enhancing and aligning your system have reviewed tips for how you can fulfill this role understand the importance of creating customer stories understand what you need to do in order to create positive service stories Certification When you have successfully completed all the modules and the Study Guide and Action Plan, you will receive a Certificate which certifies you as a Certified Customer Experience Professional. System Requirements Your PC needs to have a high speed Internet connection. Browser Compatibility: Internet Explorer 7.0 or higher is required. To ensure smooth operation of course enable cookies and scripting and disable pop-up blockers Your computer needs to have audio and video capability. You will need Adobe Flash Player version 10 installed on your computer. You will need Java version or greater installed on your computer.

5 How to Enroll You are only a couple clicks away from getting access to this program. You can enroll online using our secure online payment system on our web site or give us a call. Volume Discounts If you wish to enroll multiple participants or wish to run this program through your own customized LMS, please contact us. We will be pleased to look after your specific requirements. Please note that volume discounts may apply to enrolments of 10 or more individuals. We will take care of everything including setting up and providing unique user access codes and notifications. For more information concerning group enrolments please contact us. Manager s/trainer s Implementation and Embedding Guide This valuable resource will ensure that you maximize your return on investment when enrolling your employees in this program. This 150-page Guide has two key components: How to maximize the implementation of the training How to embed the key best practices covered in the training into the day-to-day working environment If you would like detailed information about this outstanding resource, please let us know. Customer Experience Implementation Maximizing the The Training Bank

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