Customer Experience Centre of Excellence

Module 9: Customer Service Performance Standards

If you can't measure it you cannot manage it.  So true, especially with a function as critical as customer service.

This  oaching and consulting module directs the focus of those responsible for customer service, may it be the management, delivery or even the analysis, to  customer service process Key Performance Indicators (KPIs) and associated metrics required to effectively deliver and manage best in class 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 Process Key Performance Indicators(KPIs) and metrics

w Process management using Key Performance Indicators (KPIs) and metrics to performance standards and benchmarking

w Establishing Customer Experience Key Performance Indicators (KPIs) and metrics

Phase 2: Duration 1 day (8 hours)

w A quick refresher of Phase 1 with Q&A

w A review of the  Customer Experience performance standards for  Key

w Performance Indicators (KPIs) and metrics prepared by the team in the preceding two weeks since completing Phase 1

w Recommendations for moving forward in establishing Customer Experience w Performance Standards for the organization

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 Experience Performance Standards Key Performance Indicators (KPIs) and metrics templates to be completed by the team for Phase 2

w List of recommendations for establishing Customer Experience Performance Standards

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