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Customer Experience Centre of Excellence
Module 3: Customer Service Process
Customer service is an activity driven by process. Customer experience is a process driven creation. To achieve customer service excellence, both customer service [activity] and the customer experience [knowledge] have to be in harmony.
This coaching and consulting module directs the focus of those responsible for customer service, may it be the management, delivery or even the analysis, on the business process that drives both the [act] of customer service and the [experience] created around it to achieve 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 The characteristics and elements of a business process
w The requirements for successful process implementation
w The ideal customer service process
w Establishing customer touch [experience] points with the organization
Phase 2: Duration 1 day (8 hours)
w A quick refresher of Phase 1 with Q&A
w A review of the customer touch points gap analysis
w Prepared by the team in the preceding two weeks since completing Phase 1
w Recommendations for moving forward in preparing the organization for establishing the ideal customer service process
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 touch points gap analysis template to be completed by the team for Phase 2
w List of Recommendations for establishing the ideal customer service process
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