Service Excellence in Organisations
Overview
Service excellence comes from well-designed services and people who care. This course shows how to understand customer expectations, design reliable service processes, set and measure service standards, recover well from failures and build a culture where excellent service is the norm.
Who should attend
Service managers and supervisors, customer-facing team leaders, excellence staff and managers of government service centres.
Training methodology
Interactive presentations, practical exercises, case studies, group discussions, role-plays where relevant, and a personal action plan that participants apply in their own work.
Objectives
By the end of this course, participants will be able to:
- Explain the drivers of service quality and customer satisfaction
- Map the customer journey and service touchpoints
- Design service standards and measure performance
- Recover effectively from service failures
- Lead a service excellence culture in a team or organisation
Course outline
Day 1Understanding Service
- What makes services different
- Service quality dimensions
- Customer expectations and perceptions
- The service gap model
- Service in the public sector
- Self-assessment of your service
Day 2Customer Journey
- Customer personas
- Journey mapping
- Moments of truth
- Service blueprinting
- Channels and digital services
- Workshop: map a customer journey
Day 3Service Standards and Measurement
- Writing service standards and charters
- Service level agreements
- Customer satisfaction surveys
- Mystery shopping
- Service KPIs and dashboards
- Exercise: set service standards
Day 4Service Recovery
- Why service failures happen
- Complaint handling process
- Recovery principles
- Empowering front-line staff
- Learning from complaints
- Role-play: recovering a failure
Day 5Service Culture
- Leadership for service excellence
- Recruiting and training for service
- Recognition and motivation
- Internal customers
- Continuous service improvement
- Service excellence action plan
