Customer Experience Centre of Excellence

Module 7: Customer Service Roles and Skills

Calibrating the organizational competency to deliver customer service excellence is a result of identifying, hiring and training people with the right mix of skills for the various roles required to execute processes.

This coaching and consulting module directs the focus of those responsible for customer service management to the strategy required to establish organizational competency capable of delivering customer 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 Roles and levels of authority  and responsibility

w Customer service Roles and skills matrix

w Establishing customer service functions and responsible roles and required skills

Phase 2: Duration 1 day (8 hours)

w A quick refresher of Phase 1 with Q&A

w A review of the  audit report on customer service functions  and responsible roles  and required skills prepared by the team in the preceding two weeks since completing Phase 1

w Recommendations for moving forward in building the organizational competency

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 functions  and responsible roles  and required skills templates to be completed by the team for Phase  2

w List of recommendations for building organizational competency required to deliver customer service excellence

Back to Centre of Excellence >>>>

commitment guarantee

Copyright © 2015 Rt Projects Inc. All Rights Reserved