Description
MANAGING SERVICE EXCELLENCE PRIVATE COACHING – TOPICS COVERED
INTRODUCTION TO MANAGING SERVICE EXCELLENCE
- Building a culture of service excellence in your team.
- The 6D’s of creating a customer-focused culture.
- Defining service vision
MANAGING THE CUSTOMER EXPERIENCE
- Customers’ emotions and your emotional signature.
- Creating a customer-centric company.
- Learning from high-performing organisations’ service delivery
MANAGING THE SERVICE TEAM
- Finding the best staff.
- Developing engaged and empowered employees. •
- Establish better-motivated, happier customer service teams
EVALUATING SERVICE PERFORMANCE
- Types of service performance measures and their benefits.
- Purpose of performance measures.
- Discover how data can be used effectively to improve service.
