Customer Experience Centre of Excellence

Module 1: Customer Service Excellence Model -

                   the art and science 

Customer service is as much an art as it is a science. Being creative in how customer service is created, managed and delivered is what distinguishes your organization from the rest from the rest. Measuring its effectiveness and efficiency will always remain a science.

This coaching and consulting module directs the focus of those responsible for customer service, may it be the management, delivery or even the analysis, to the ingredients and the method in which they blend together to make this a truly remarkable and unique experience for the customer and a rewarding venture for the organization.

This module is structured in two phases with a two weeks gap in between

Phase 1: Duration 4 consecutive days (8 hours per day)
w Establishing the constructs of "customer service"
w A thorough and in-depth exploration of the customer service excellence model and  its elements
w "Customer Experience" as a process driven creation
w Process Orientation - an organizational assessment

Phase 2: Duration 1 day (8 hours)
w A quick refresher of Phase 1 with Q&A
w A review of the organizational process orientation assessment prepared by the team in the preceding two weeks since completing Phase 1
w Recommendations for moving forward in preparing the organization for customer service excellence

Pricing: $4995 (plus applicable taxes). Included in this price:
w Consultant led sessions for Phases 1 and 2 for up to 8 team members.
w Workshop workbook for each team member
w Organizational process orientation assessment template to be completed by the team for Phase 2
w List of recommendations for preparing the organization for customer service excellence

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