Course Outcomes

This customer service strategy and tactics workshop will:

  • Provide frameworks and tools for establishing a service strategy.
  • Offer ideas for handling reactions to change as an organization implements strategy.
  • Suggest a process for identifying service standards.
  • Offer a process for breaking down and rolling out service targets.

Course Overview

Great service doesn’t happen consistently without a solid strategy in place. Sure, some people get service right. But without a well-articulated vision and good support tools, many providers miss the mark, and their teams don’t perform at the level they could. This workshop covers the fundamentals of service strategy and introduces tactics for establishing a clear picture of how service should look to best meet the needs of an organization’s customers.

Segment One Objectives

At this segment’s conclusion, participants should be able to:

  • Consider six elements when moving toward a service-oriented culture.
  • Explore a change model in conjunction with building a service culture.
  • Identify and anticipate people’s responsiveness to change initiatives.
  • Troubleshoot common problems when building a service culture.
  • Outline specific actions to strategically implement and sustain success.

Segment One Modules

  • The Look of Transformation: The Culture Change Process
  • Reactions to Change: The Explorer Model
  • A Smoother Ride: Methodologies and Best Practice for Moving from A to B
  • Your Turn: Case Studies and Next Steps

Segment Two Objectives

At this segment’s conclusion, participants should be able to:

  • Define service excellence.
  • Explain the importance of target memories.
  • Discuss target customers and the value offered to the people with whom your organization most wants to work.
  • Articulate what is most important to the organization’s target customers.
  • Make choices related to nine dimensions of service.

Segment Two Modules

  • Decision Time: Defining Excellence
  • More Decisions: Your Brand Choices
  • What Customers Want: Meeting Needs
  • How You Measure Up: Nine Service Dimensions

Segment Three Objectives

At this segment’s conclusion, participants should be able to:

  • Explain how personal and professional relationships develop.
  • Identify advantages of connecting with customers.
  • Describe the difference between transactions and relationships.
  • Blend relationships and transactions.
  • Identify essential characteristics of exceptional service.
  • Define rules to empower a service team.
  • Remove ambiguity related to targets and expectations.

Segment Three Modules

  • Targets in Mind: Meeting the Objective
  • Center Stage: Practice Scenarios
  • Lessons Learned: Final Review
  • Moving Forward: Next Steps

By the conclusion of this three-part program, participants should be well on their way toward establishing a service strategy.