Customer Service Strategy [CUST0204]

Overview/Description
 This course determines the heart of your service strategy by identifying customer values, defining the requirements of your service strategy, and recognizing how service strategy can make or break your organization and the huge impact strategy can have on providing you with a competitive edge.

Target Audience
 Managers, supervisors, and coaches

Expected Duration
2.5 hours

Lesson Objectives:

The Heart of Your Service Strategy

  • recognize the components of a comprehensive strategy for providing successful service to customers.
  • label examples of the components of the value orientation frame.
  • identify the elements required for effective service strategy.
  • identify service strategies that help build powerful service organizations.
  • select service concepts that build competitive edge.

    • Breakthrough Service Leadership

  • recognize the benefits of using specific leadership methodology to build successful service organizations.
  • identify essential qualities for breakthrough leadership.
  • differentiate the concepts of vision, mission, and values.
  • identify the characteristics of psychographic and demographic information.
  • identify benchmarking as a way to set simple, compelling, challenging and worthwhile goals.

    • Designing the Customer Value Package

  • recognize the importance of aligning strategic direction in designing the customer value package.
  • identify the customer values which affect alignment.
  • identify the two methods used for alignment of customer values.
  • select the situations where "tweaking" is required to refine and align your design.

    • Standards of Development and Training

  • recognize the critical importance of performance-based training within the service organization and with the customers.
  • identify the benefits of the newly appreciated value of training.
  • choose the success factors impacting the training that leaders in service are providing.
  • differentiate the style and approach of training for different levels within the organization.
  • identify the goals of training.

    • Course Number: CUST0204