Service Assured

A unique suite of customer service workshops that provides development for 3 different levels of the service team:

1 - Staff , 2 - Front line team leaders & supervisors & 3 - Managers/Directors.

   • Delivering Service Assured (Staff)

   • Coaching for Service Assured (Front line team leaders/supervisors)

   • Managing Service Assured (Managers/Directors)

Each workshop focuses on the requirements of each role in assuring the delivery of service excellence throughout the organisation.

Other service courses offered are:

   • Handling Difficult Customers

   • Setting Service Standards

A 1 day programme for all team members responsible for the delivery of excellent service both internally & externally.

Workshop content includes:

The Importance of Great Service • Why service is so important • Key service statistics • Lifetime value of a customer • Service that creates loyalty • Your service experiences	Delivering Great Service • Service from the inside out • Internal service opportunities • The service journey for your customers & key service points • Opportunities for delivering memorable service • Skills practice
The Service Professional • The service professional v the DILLIGAD • CLICK with every customer • Service Assured language & behaviours • Saying no but building loyalty • Stroking – its importance & impact	Resolving Difficult Situations • Customer Complaints – test your knowledge - quiz • Encouraging feedback • Typical complaints • Essential recovery skills that create loyalty – RELATE to your customer • The 3 Fs – Find it, Fix it & Follow-up • Skills practice

A 1 day programme for all team leaders & supervisors/managers responsible for the delivery of excellent service through their team.

Workshop content includes:

The Importance of Great Service • Why service is so important • Renowned service companies & their practices	The Service Coach • Skills & qualities of a great service coach
The Service Analysis • Difference between good & great service • Service that creates loyalty • Experience mapping • The service journey & key service points • Service Quality Checklists	Dream Service Team • Barriers to great service • Key components of the great Service Team • Personal service strengths • Tips for handling great service performance
Communicating to make great service happen • Team briefings • Providing service feedback • Empowerment – Service opportunities & complaints • Service guidelines • Staff training • Recognition & reward	Service Action Plan • Your commitment to making great service happen within your organisation

This 2-day workshop is aimed at service influencers & decision makers who are usually directors & senior managers. Throughout the 4 modules we examine the best practice of several great service organisations & help participants to develop & introduce a more cohesive service excellence strategy & service practices for their organisation.

Workshop content includes:

Creating a Service Culture • Service in a competitive environment • Creating a quality service culture • Service Strategy Model • Mission, Vision, Values & Objectives • Top Service Organisations – case studies • Excellent Service – a definition • Developing a service assured strategy • Internal service • Drive & support from the top down	Communicating your Service Culture • Developing a service statement • Setting service guidelines • Service Standard implementation • Service Recovery & Empowerment guidelines • Service Communication Plan - customers & staff
Service Improvement • Importance of listening to customers & potential barriers • Effective listening techniques – examples • Monitoring complaints & compliments • Where & when to measure • Deciding on what to change • Producing effective service measurement tools for your business	Maintaining Service levels • Leading the way • Experience mapping • Service training & development plan • Recognition & reward • Sustaining a customer focus – the problems • Reviewing progress • Maintenance Strategy

This workshop provides front line service providers with skills & techniques to handle difficult customers & situations.

Content includes:

   • Different types of difficult customers

   • What makes them/us difficult

   • Communication channels & their effect

   • Managing your behaviour

   • Managing the difficult customer

   • Turning a difficult situation around

   • When & how to say no

   • Knowing what is unacceptable

Service standards are crucial to ensure the consistent delivery of service within any organisation. This ½ day workshop provides guidelines in developing & implementing specific service standards for your business or area of responsibility.

Workshop content includes:

   • The importance of service standards

   • Where & how to use service standards

   • Writing service standards

   • Communication of service standards

   • Monitoring & measuring service

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