Achieving Excellence in Service Delivery
To help you attract and retain clients and customers, to differentiate yourself from the competition and to enhance profitability. The workshop looks at each of the components that must be in place to define, achieve and monitor service standards in your organisation. It helps you reap the benefits of defining excellence in service delivery as your goal.
Individual benefits:
- Genuine client or customer focus in the way you work
- Understanding what your clients or customers want
- Achieving economy of effort - doing the things that really count for your clients or customers
- Reducing time wasted on re-work and service recovery
Organisational benefits:
- Increased levels of client or customer satisfaction
- Reduced churn - clients or customers who stay loyal to you
- Positive word-of-mouth about what you offer
- Recommendations and referrals from satisfied customers and clients
What the training covers:
- How your customers and clients perceive excellence
- Understanding, listening, and action planning to meet client needs
- Analysis: strengths and weaknesses at a personal and organisational level - how to improve
- Strengthening your brand: building client and customer loyalty
- Developing a service culture: 'walking the talk', making service delivery a reality in your organisational culture
- Managing your teams: maintaining individuals and team motivation and commitment
- Practical work on core skills - communication skills, personal interaction and impact
- Creating ambassadors - helping your people develop the understanding, knowledge and confidence they need to make excellence a reality
- Monitoring and evaluation
- Keeping on track and maintaining standards