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Course Overview
Service to our customers and to our fellow employees is
increasingly important in the business world today. In this manual
you will learn more advanced topics including, discussing the basics
of service standards, monitoring service standards, and
understanding how management standards support exceptional customer
service. The open, modular-style manual is designed for quick
scanning in the classroom, and is filled with interactive exercises
that will allow participants to explore the intricacies of service.
Who Should Attend
Students interested in advanced service skills.
Prerequisites
Excellence in Service : Basic or equivalent knowledge.
Objectives
Discuss the basics of service standards, monitor service
standards, and understand how management standards support
exceptional customer service.
Build customer service teams, select right employees through
effective screening and interviews, provide training and
empowerment, and motivate employees to maintain desirable behaviors.
Understand their customers and how they measure service, develop
loyalty in customers, understand how employee loyalty affects
service, and create memorable service.
International
Curriculum
Course ILT - For 10
years, Axzo Press has enhanced training and education for
professionals, trainers, and students alike, through tested,
high-quality Instructor-Led Training courseware, business skills
texts, quick-reference tools, and custom job aids.
Course Outline:
Unit 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 Unit 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 Unit 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 |
