Creating a Culture of Customer Experience Excellence

Transcription

1 MOBILE TEAM CHALLENGE Creating a Culture of Customer Experience Excellence What if Disney ran YOUR Organisation?

2 Creating a Culture of Service and Patient Experience, Excellence Creating a Culture of Customer Experience Excellence What IF. Disney ran your Organisation? Disney has won the Best in Class Award for their Customer Service Principles for the last consecutive 30 years Now these principles are delivering excellence within all Service Sectors across the UK Mickey Mouse Customer Service?... I think NOT!! The Institute of Customer Service Says In a Survey of Senior Executives over 6,000 Executives believed that understanding the Customer viewpoint was very likely to lead to Customer Service ROI, viewing it as a key driver of increased efficiency. Local Organisations must design an experience that creates customer advocacy and establishes a total culture of service quality, from the top down, in order to deliver for customers. Focusing on, and measuring, the softer elements of Customer Service is key to achieving Customer Service ROI This inspirational and motivational 1 day workshop will explore: The 10 Things that Disney would do differently if he ran your Organisation The 9 Principles of Service Excellence How does Disney DO Customer Service? The 6 Keys to the Magic Kingdom

3 Creating a Culture of Customer Experience Excellence We are living in extraordinary times...and extraordinary times require extraordinary measures so said Senior Politicians at the beginning of the economic downturn. During extraordinary times, every organisation needs to assess its current strategies to see if they are suitable and are still relevant...or if they need to create some extraordinary measures to cope with the extraordinary times in which we find ourselves. The current financial situation, the increase in competition, the greater demands for excellence from our Customers who now have a greater choice of where to purchase their products or services, the increasing costs etc all demonstrate that the Service Sector has possibly never known such extraordinary times as those in which we are living today confirmation then that extraordinary measures are required. The secret behind Disney s success in the Magic Kingdom is that the whole organisation is aspiring to the level of Customer Service which is beyond that of Service Excellence and that is when Service Excellence becomes the Customer Experience of Excellence, since it is their experience of your services which your customers will remember and talk about to others. It is, therefore, vital, that ALL of your Customer s Experiences are positive so that you can achieve the level of Experience Excellence. In other words The bar just got raised! Considering the extraordinary times in which we are living this workshop will enable the delegates to create their own extraordinary measures to ensure that they apply and achieve the standard of Customer Experience Excellence. This Workshop will equip the delegates to: See Your Organisation through the Eyes of your Customer Consider your Customer Touch Points are they ALL positive? Re-Focus on the Basics of Current State Customer Service and complete a Self Audit of Current Service Standards Sprinkle the Magic Kingdom Dust and Apply the Disney Principles of Experience Excellence to your Customer Service Consider and apply the 10 things that Disney would do to achieve this Standard Apply the 3 ingredients of Innovation to your Current Service Standards Explore the Disney Creative Strategy to dream the Perfect 10 What would Customer Service Experience Excellence look like in your Organisation? Visualising the Future State. Discover the role of Customer Focused High Performance Teams all Staff working towards the Customer Service Experience Excellence. Explore Emotional Intelligence - Other and Self Awareness - Communication styles. How to build rapport and respect with our Customers. Apply the 4 Customer Service Excellence Principles of FISH! Video Create a Personal Development Action Plan of their Extraordinary Measures.

4 Workshop Content The aim of this workshop is to provide a professional assessment of current Service levels within your Organisation and to explore specific areas where the Customer Experience Excellence can be accelerated and maximised through the objective of Delivering Experience Excellence. This workshop is a 1 day interactive and experiential session (9:30 4:30). Groups will be asked to assess current practices and to identify where the Delivery of Excellence could improve these practices. The objective of the Workshop is for the Cohort to create a Strategic Improvement Plan in their group sessions and to compile a list of tactics and action plans required to implement these changes. Workshop Agenda Who are your Customers? Who are your Competitors? Experiential Activity: Paradigm Shifter Thinking Differently about Customer Service What if we did things Differently?...and What if Disney ran your Organisation?! Seeing your Organisation through the eyes of a Customer Moments of Truth Jan Carlsson SAS Identifying our Competitors and our Clients / Partners How do our Customers see us? How do our touchpoints impact our Customers Moment of Truth? Seeing our Organisation through the eyes of our Customers. Identifying areas for improvement in our Touchpoints Self Audit How do Measure up now? Current State Group Activity: Customer Touch-Points Mapping the Customer Journey Creating a Culture of Innovation and Service Excellence within your Organisation How DO those guys do it? Best Practice Principles of Innovation Apple / Nike / 3M / HP / Disney / Harvard Defining and applying the 3 ingredients of REAL Innovation into your Organisation Apollo 13 Definition of Innovation Video Sprinkling the Magic Kingdom Dust: Disney s Service Principles The 10 Things that Disney would do differently if Disney ran your Organisation Disney s Award Winning Service Principles of Service Experience Excellence and how to apply them in your Company What are our Service Standards for Customer Experience Excellence?

5 What does Customer Service Experience Excellence Look Like? Appreciative Inquiry Activity The Disney Creative Strategy designing the Perfect 10 Service Experience Excellence Applying Cultural Change with Appreciative Inquiry (Cooperider) Group Activity: The Perfect Service Excellence Outcome Future State Customer Experience Excellence requires Functional Team Working The 5 Dysfunctions of a Team Working as a Functional Team for our Customers as used by the Red Arrows 10 Lessons of Teamwork from The Geese Experiential Activity Levitation Challenge This activity requires the Team to apply ALL of the previously learned principles to the task to work together and to lower the pole to the ground. The task draws upon their newly acquired: problem solving skills, process improvement concepts, team building and communication skills, applying the Team Working principles of the Geese. Developing Emotional Intelligence in our Customer Service Developing our levels of Empathy and Rapport with Emotional Intelligence Applying the 8 Behaviours of E.I. within our Organisation DeBono s Thinking Hats Understanding Challenging Personalities Seeing Things Differently to our Customers Identifying and Understanding Personality Types The ABC of Managing difficult Customer Behaviour Transactional Analysis Neuro Linguistic Programming: Professional Communication Techniques Empathic Listening Techniques The 4 Principles of Achieving the Customer Excellence Experience - FISH! DVD Choose your Attitude Play Make their Day Be There for them The workshop will be interactive with group and experiential activities This workshop is VAT for a Group up to 12 Delegates. Includes all preparation, personal workbooks, pens and Trainers expenses Please Call or info@mtceurope.co.uk for further info

6 D Testimonials "An excellent course very professional and well presented. Thank you Barry". Chris Belcher, Head of Learning and Development Thank you for the inspiring 2 day s training you did for us recently, we have noticed a difference already! Jackie Skeel Assistant Director for Organisational Development A Life Changing Experience ' Regional Director Received great feedback again you are REALLY making an impact and it is fab! Jan Furniss Team Leader: Professional Education & Corporate Learning, Education and Learning Team Each and every participant spontaneously felt that they ought to come individually and tell me how fantastic your course was! They felt really motivated, learnt a lot and really enjoyed the day. Professor Anthony Sinclair, I AM SO MOTIVATED!!... I hope my colleagues are too! E-Learning Supervisor, Best Training EVER!!! Senior Pharmacist, Creating a Culture of Service and Patient Experience, Excellence I d give this course and 11 out of 10! Best I ve attended Team Supervisor