Developing World Class Customer Service
· What is "World Class Customer Service" and who is responsible for delivering it?
· Determining the customer experience cycle.
· Knowing what is most critical to your customer, what are your most essential service(s) and/or product(s). How do we know this?
· Review the customer experiences: How can we make them more successful and enjoyable? Attend to the feeling level of the customer.
· Developing and implementing systems to maintain consistency.
· Become comfortable with the uncomfortable Where are there potential problems and how do we want to deal with them? Challenges are opportunities to be heroes.
· Recognizing the role of management in WCCS: internal WCCS, an environment where managers and employees support and appreciate one another and create a very special place to work.
· Creating a sense of “Best in class.”
· Sharing “above and beyonds” so that the collective attention is always recognizing great service and being inspired to provide it.
· Determining a method for picking priorities and choosing which to start with first. Thinking through the daily triage of cost, quality and service: The experience is most important. The greater the experience the less cost is a factor.
THE BASIC STRUCTURE OF THE LEARNING PROCESS FOR THE PROGRAM
For each core concept, we:
· Understand the purpose of learning the concept and why it can be of value (Questions and Socratic dialogue are often used)
· Review as a group (Repeat)
Ideas and concepts are discussed in light of their potential usefulness. Then, in the classroom they are planned and practiced (often through role-playing) in a manner that is relevant to their application to the team. The ideas are then sequentially implemented with the team. The participants continue to meet together on a regular basis to share wins and challenges and help each other improve.
Duration of each course is determined by number of participants and their degree of development. Follow-up Coaching goes on for a minimum of 6 months following initial training. Coaching is done individually and lasts 15-20 minutes every 2-3 weeks. Purpose of coaching program: To provide a reflection of one’s choices and support for progress.
Sessions are 90-120 minutes each for participants with similar types of responsibilities. Training groups can be as large as 10. They are usually held 2-3/week over a period of 6-10 weeks. Then once every two weeks for two months.
Course content includes four core life principles and fundamental insight into relationships. (Two 90 minute sessions.)
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