ServiceWise
The basis of service excellence
The Need
Research has shown that service skills need to be built on a solid foundation of practical service know-how that is applicable to both internal and external customers. Developing a common understanding (and language) of fundamental service concepts/principles and a service improvement mindset is essential to creating a strong service culture.
Program format
Six or seven sessions (max. 90 minutes each) + Application. The training sessions can be combined or delivered separately, e.g. one per week.
Program content
The first six sessions create learning about (1) Service Quality, (2) Service Value, (3) Service Waiting [optional], (4) Service Failure, (5) Service Recovery, and (6) Service Improvement.
Participants gain an understanding of concepts and principles that are essential to providing superior service. These include:
- The role of customer expectations in service quality.
- Two basic components of service value.
- The need to manage customer perceptions.
- The effect and management of waiting times.
- ‘Rebound’ and ‘domino’ effects and the ‘iceberg’ of service failure.
- The financial costs and consequences of poor service.
- Why dissatisfied customers don’t complain and the implications.
- What customers want and expect from service recovery.
- Two types of prevention and the importance of ‘improvement work’.
During the seventh session (Service Leverage) the participants identify and choose opportunities for service improvement. This is followed by a Plan-Do-Review cycle, which is driven by the participants’ managers.
The ServiceWise program can be used to initiate, reinforce or accelerate a service improvement initiative.
Who will benefit?
Front-line staff and their managers/team leaders. Also mid-level managers.
Benefits
Benefits noted by clients include an appreciation of the need for change, the development of a consistent service terminology, reinforcement of existing service skills, team development, alignment of efforts to meet service objectives, progress in building a service culture, and significant improvements in key service performance indicators.
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