Customer Experience Centre of Excellence

Module 2: Organizational Commitment to Service Excellence

Establishing Organizational Commitment is absolutely essential to achieving service excellence.

This coaching and consulting module directs the focus of senior management to the requirements, actions and best practices expected by the organization to deliver service excellence.

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 Exploration of the customer service excellence model
w Identifying and analysing the requirements for establishing commitment to service excellence within the organization
w Assessing the organizations current status with regards to the various elements of the customer service excellence model - a gap analysis
w Establishing an action list for the client to either build missing elements or modify and improve existing elements required for the service excellence model

Phase 2: Duration 1 day (8 hours)
w A quick refresher of the service excellence model with Q&A
w A review of the action plan prepared by the management team in the preceding two weeks since completing Phase 1
w Recommendations for ensuring success of the plan and establishing commitment to service excellence

Pricing: $4995 (plus applicable taxes). Included in this price:
w Consultant led sessions for Phases 1 and 2 for up to 8 senior management team members
w Workshop workbook for each team member
w Complete action list resulting from Phase 1
w Action plan templates to be completed by the management team for Phase 2
w List of recommendations establishing organizational commitment to service excellence

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