Excellence in Service - Advanced

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Duration: 1 Day Overview: The New Horizons Excellence in Service Advanced Program builds on the skills taught in our Excellence in Service Basics course. The Advanced course is aimed at people who manage service teams, as it focuses on the measurement, improvement and management of service standards and outcomes. Participants will learn how to determine what customers want, and evaluate the service provided. Participants will also learn how to create, implement, and monitor service standards. Program activities also cover conducting interviews, training and empowering employees, and recognising desirable behaviour. Finally participants learn how to create a customer service climate and foster customer loyalty. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure participant success. Target Audience: This course is perfect for anyone who leads Customer Service Teams. Key Participant Benefits: Easier management of staff due to enhanced management skills Builds self responsible teams through better interviewing and training Provides certainty and consistency through benchmarks Impresses upper management through meeting targets Key Business Benefits Creates a professional and proactive image for the company through service standards Increases customer satisfaction and retention by creating loyalty Easier management of staff and customer issues due to enhanced management skills and increased satisfaction of staff and customers At Course Completion: Participants will leave the course with a certificate of attendance and an individualised action plan to help support next steps on return to the workplace. More importantly you will have developed skills and knowledge to: Create service standards Conduct effective interviews Train and empower employees Create a customer focused culture Foster customer loyalty Outline: Expand All Lesson 1: Service standards Fundamentals of service standards Understanding service standards Creating effective standards Establishing standards Implementing standards Monitoring service standards Assessing the effectiveness of standards Obtaining customer feedback Correcting service problems Management and service standards Building and monitoring the service team Creating an action plan Establishing managerial standards Identifying and overcoming service barriers Lesson 2: Service teams Teams as a service solution Understanding customer service teams Maintaining a customer service team Employee selection Choosing the right employees Conducting an interview Team training and empowerment Implementing proper training Empowering employees Motivation Understanding the importance of motivation Reinforcing desirable behavior Lesson 3: Customer loyalty Understanding your customers Knowing your customers Understanding customer criteria Uncovering customers' needs Customer loyalty development Understanding customer loyalty Building loyal customers Encouraging customer loyalty Employee loyalty's influence Developing employee loyalty Helping employees to perform Memorable service Creating memorable service Solving customer problems