Building a Winning Quality Service Strategy
This one-day program is designed to facilitate and deepen senior executives' understanding of what it means to be a customer-focused organization, assess how customer-focused they are currently and discover key strategies they can implement to become more customer-focused.
Through lecture, discussion and small group exercises, topics critical to quality service will be explored in a three module format:
Module 1: The In-Focused vs. the Customer-Focused Organization
In this module, participants make a clear distinction between in-focused and customer-focused organizational cultures, examine how each one translates into day-to-day operational reality and assess the current focus of their own organization.
Module 2: The Six Critical Distinctions of Quality Service
The experience of many companies that have embarked upon a quality service program illustrates the point that excellence in service is not simply a matter of training the front-line staff. It is, rather, a total re-evaluation - and often redesign - of the organization in six key areas:
- Top-Down Commitment
- Measurement and Feedback
- Quality Service Standards
- Customer Friendly Systems
- Communication and Training
- Rewards and Recognition
Module 3: The Service Improvement Process
In today's economy, failure to focus on customer loyalty, retention and relationships can lead to loss of market share, reputation and ultimately even the company.
By managing the service improvement process in a well-meaning but superficial way, breakdowns occur that can profoundly affect a company's ability to become customer-focused.
This module explores an in-depth, commitment-driven approach to managing the distinct stages that a company must go through in order to become more responsive to its customers and staff.
"Becoming more responsive to your customers
and staff requires a committment driven-approach to managing
the distinct stages of service improvement." |
