Service excellence
This programme will focus on delivering impeccable service and customer satisfaction by focusing on the service experience from the customers perspective and developing a consultative / customer-centric approach to service delivery.
Level
Programme is appropriate for learners at entry, intermediate and advanced levels.
Objectives
- To appreciate the value of putting the customer first
- To understand service delivery from the customer’s perspective
- To raise awareness of current practice of service delivery – service audit
- To develop a consultative approach to delivery in partnership with customers
- To appreciate the importance of service delivery with internal partners
- To build high impact service delivery techniques
- To identify different customer types and how to influence these
- To understand the service recovery process
- To practice learning and receive feedback through simulations
Process
Customer’s Perspective – Share experiences of good or poor service. Identify key learning points on service excellence / potential pitfalls.
Service Research – Review research on what customers want, their priorities, why customers switch. Two dimensions of service delivery – what / output and how / experience. Service delivery with internal partners.
Service Self-Audit – Exercise to identify who the learners customers are, what their priorities are and self-audit the service experience – radar chart. Buddies to coaching (support / challenge) each other on the radar charts. Facilitate discussion around observations and themes in service delivery.
Consultative Approach – Mean by a consultative approach to service delivery – service provider as expert (tell) vs. facilitator (ask). 4 styles of service delivery – acceptant, catalytic, challenging, directive. Implications and application.
Service Delivery Process – 4Es model of service delivery – entry, exploration, execution and exit. Importance of each stage for customer and service provider.
Service Delivery Techniques – In the context of the consultative approach – develop skills in communication (3Vs – verbal, vocal, visual), listening, questioning, rapport, influencing, feedback, empathy, problem-solving. Emphasise attitude – positive / can-do / solutions vs. negative / can’t-do / problems.
Customer Types – Explore service delivery as a relationship / partnership with customers. Communications Styles – doer, actor, friend, thinker. Self-assessment. Flexing personal style to match and influence the customer.
Service Recovery – Effect of a service breakdown on – customer, service provider. Steps in how to make an efficient recovery from a service breakdown. LEAP FF – listen, empathy, acknowledge, problem-solve, follow up & feedback.
Practice Simulations – Demonstration of service delivery to model behaviours / techniques and practice learning through simulations based on a variety of practical scenarios.
Options
Programme can be adapted as a 1 or 2 day workshop for approx. 8 to 10 learners, with 1 or 2 facilitators, with the possibility of using professional role players.