Customer Experience Centre of Excellence

Module 11: Customer Service Innovation

Innovation is change that creates value in a product or a service 

Value creation to your customers is essential to secure and maintain your competitive edge in the market place.

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 areas where the organization may innovate in creating the ultimate customer experience.

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 Understanding innovation - from opportunity to value

w Organizational commitment to innovation

w Identifying customer experience opportunities for innovation within the organization

Phase 2: Duration 1 day (8 hours)

w A quick refresher of Phase 1 with Q&A

w A review of the  prioritisation and viability of the customer experience opportunities for innovation prepared by the team in the preceding two weeks since completing Phase 1

w Recommendations for moving forward  with customer service innovation to establish a competitive edge

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 Customer service innovation  template to be completed by the team for Phase  2

w List of recommendations for customer service innovation  to establish a competitive edge

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