System service. Service culture. internal service and standards
What is the impact of the company's service? Service skills. Why employees are reluctant to provide a high level of service? The role of the cultural component. What is a service and what does it consist of? What components are most important to your business. Negative Client Experience: What are the procedures and policies of the company that deter the Client. The sell-serve strategy is what the company focuses on in dealing with clients Involvement of employees to provide a high level of service. The system of service in the company. How to Create a Business Purpose for the Client What does your company actually sell to the Client? What value do you bring to the Client? One day from the Client's life Case: how to involve millenials in the idea of service? Service culture of the company: how to create internal service in the company? How to select, hire and retain only people with DNA service? Unbreakable standards of service World-Class Service companies. Challenge: Create a list of standards for your business Homework on Module 2: 1. Presentation "One day from the life of the Client" (actually spend the day with the Client) 2. Analyze and pick up negative signals for the Client
Constant service. Measurement of service. How to be risk-free for the client
Operating and Customer Experience Standards. Secret service. How to gain true loyalty through invisible customer personalization systems.
Customer Experience Cycle: The stages of the Client's communication with the company. Practical task: to identify defects of service at each stage, standards of experience and possibility to exceed client's expectations on the case of the participating company.
Service standards: algorithm and methods of development.
What to do with service defects and how to make the Client experience risk-free for the company and for the Client (ZeroRiskSystems). Challenge: Identify the main categories of customer calls within your business and think about staffing tools.
How to work with your customers on facebook (with YouScan).
How to work with clients in crisis situations.
Tools for research and evaluation of service. Case studies and practical tasks.
Module 3 homework: Create service standards and tools in emergency situations.
Service design. implementation of changes in the company
Measurement of service: first "why" and then "how".
Service Design: what is it? (methodology)
Service Design: Workshop
Implementation of changes in the Company
Presentation of the project assignment (embodied during the School and what you plan)
Service Manager: Who is it? How to practice being a leader who creates a service culture
A Culture of Exceeding Customer Expectations: How to Encourage Employees to Exceed Customer Expectations
Anastasia Vladychynskamore details
Maryna Starodubskamore details
Olena Zhiltsovamore details
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