Improving Customer Service (RSB)
“Customer service” has become one of the “buzz words” inside organizations of all shapes and sizes in recent times. Crowning the customer as “king” is not a new concept, but expecting every employee to serve the customer – or serve somebody internally who is serving the customer – is a significantly different twist. In practical terms, this means that every team in the organization serves another team who is a customer for its services or outputs.
This topic puts the case that the whole organization should be aligned to the needs of the customer and, if this can be brought about in a thorough and systematic way, considerable success will be enjoyed at all levels.
This Rapid Skill-Builder® shows you how to apply the following key action steps:
1. Strategizing involves establishing a “vision” of service excellence, as well as the service mission and values that will support it
2. Surveying your customers’ preferences, opinions and even complaints helps us appreciate the different ways in which they want to be served by the organization
3. Standardizing processes, procedures and approaches as these relate to service creates consistency of response and higher levels of overall satisfaction
4. Skilling every individual who is involved in serving customers on an on-going basis, and offering personalized coaching and support helps build high levels of service competence
5. Systematizing involves analyzing existing processes and looking for ways to improve or re-engineer these to create more efficient and/or effective outcomes
6. Satisfying your customers is the ultimate goal but this can only be done if you ensure that employees and suppliers are happy too.
Rapid Skill-Builder Mechanics and Components
Each topic in the Rapid Skill-Builder series operates in the same way with a number of elements for both the facilitator and the participants:
1 DVD Programme (around 20 minutes in length)
The DVD programme on disc 1 provides around 20 minutes of explanatory material in four sections (although the disc can be paused at any stage according to facilitator or participant needs). It also contains four vignettes, each with an inadequate or negative response, then again with a positive or more suitable response. These aim to practically illustrate skills that have been described in theory. There are a number of sections introducing and discussing the topic, and the DVD ends with a summary of the main points.
1 copy of the 42-page Facilitator’s Guide
The Facilitator’s Guide contains information for the facilitator to use in preparation for and during the training itself. There are scripts of the video scenes, discussion topics to raise (and suggested responses), group exercises, and further background to the topic. After each video vignette, the facilitator’s guide highlights the theory that surrounding the negative and positive scenes, to allow the facilitator to discuss this further with the participants.
10 copies of the 12-page Delegates’ Workbook
The 12-page Delegates’ Workbook provides program participants with an overview of the topic in six stages. These six stages correspond to the model used in the Action Template shown on the back page. This resource can be easily read ahead of or during a workshop session by participants and also serves as a convenient ready-reference guide to take away after the workshop is over. During the training session, participants discuss - and can complete exercises - within the delegates’ workbooks. Additional copies of the workbooks can be purchased from Fenman if required.
1 CD containing Presentation Material
Accompanying the DVD is a 16/17 slide presentation in Flash format that summarises key points from both the DVD. The Facilitator’s Guide has a number of exercises in which participants can engage. The presentation is scripted for facilitators so that even inexperienced trainers can use the material with minimal level of knowledge and preparation.
1 CD with additional resources and a PowerPoint presentation
10 ‘cue-cards’ for participants to take away
These small, pocket-sized colour cards containing all the theories and models discussed in the training session, so that your participants can take away the key points and refer to them at any time.
N.B. The free preview copy contains: 1 full-length preview of the training DVD, 1 facilitator’s guide, 1 delegate’s workbook and 1 cue-card.
Price: £895.00 + carriage + VAT
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