Excellence in Service - Advanced

Overview

1 Day $630

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.

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

This course is perfect for anyone who leads Customer Service Teams.
Before attending this course, students must have:

Instructors

Tim Higgs

Tim has been involved in the corporate training and coaching ...

Stan Thomas

Stan has been working in a professional training capacity for over ...

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About OLLAnywhere

New Horizons’ OLLAnywhere is a revolutionary training delivery method that allows students to attend live instructor-led training from anywhere in Australia.

This Virtual Instructor Led Training (VILT) model allows students to experience the same award-winning training from expert instructors, access hands-on labs and use authorised vendor courseware, all from a remote location.

Gone are the days of having to travel long distances to attend training; now we bring the training to you!

Top 3 benefits of OLLAnywhere:

  • Learn from the convenience of your work, home or nearest New Horizons location
  • Gain remote access to LIVE, instructor-led training from industry certified trainers
  • Connect virtual teams for collaborative group learning.
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OLLAnywhere is a revolutionary way of utilising cutting-edge technology to allow students to attend live instructor-led training from anywhere in or outside of Australia.