Service Management
Buy our ready for use training package to run your own two-day training course. Just add your own branding and tweak where necessary.
A complete, ready to use, two-day training program to run in house or for your own clients.
We know how long it takes to develop your own courses from research to design and development. So we've done it for you saving you weeks of work.
We provide everything you need to deliver your own programme immediately. Just add the trainer, participants and the venue and you're ready to go.
Buy the Package NOW!
Who This Package Is Designed For
We'll tell you more about who the target audience for the course itself is, further on down the page. But for now this is who the package is designed for.
This comprehensive package is designed for anyone that is responsible for delivering employee training programs and wants to save money by reducing their course development costs.
If you are a training manager, HR manager, team leader, consultant, trainer, workshop facilitator, corporate coach or similar, then this package is for you.
Buying this package benefits you because...
- You save considerable development costs
- You can be running a fully tested workshop within days not months
- You can edit everything to tweak the course for your local needs and add additional components
- There are no ongoing license fees
- You can quickly offer a new course for employees or clients
- You get fresh ideas, insights and ways of delivering engaging sessions
What are the main features of the training course materials?
- Our comprehensive package contains all you need to deliver a course
- Your right to customise, edit and modify the content as you want
- Mix and match the source material with your own content
- Print-on-Demand ready
- Unlimited reprinting rights
- Unlimited number of users
- Receive all source files in Office 2010/2007 & 2003
- Stylish design makes these courses stand out from the competition
- Easily explain complex topics using elegant posters, illustrations, graphs and diagrams included
- Buy and download in minutes for rapid delivery
Buy the Package. Boost Your Budget.
Everyone wins when you buy ready-for-use courses. You, your budget, your organisation, your trainer and your target audience.
What You Receive in Your Package
A comprehensive package of all the source files you need, ready for use. You can brand the materials and tweak to suit your needs.
Easy to Follow Tutor Guide
We have delivered this progam live ourselves, hundreds of times. Our tutor guide provides extensive details on everything the tutor needs to know.
Editable Source Documents
Every file is supplied in either Word, PowerPoint or Excel format so that you can edit the document wherever you need.
Easy to Use Participant Workbook
Source files for printing your own participant workbooks.
Supporting Visuals
These include slide decks and posters to bring your classroom to life with stunning visuals relevant to the course topics.
Course Route Map
We provide a Course overview document that maps out the learning path. A useful tool for the tutor when planning and running the workshop.
Rich Activity Materials
All the activity materials are supplied so there's no need to design anything. Simply print off however many you need. They are all ready for use.
Full Support Provided
We provide full support to answer any questions or deeper instructions and advice you might need in using the package.
Who the Target Audience Is
OK so now you know who the package is designed for, here's who the course is aimed at.
The course is designed for service managers, customer service managers, operations managers as well as senior team leaders who are responsible for managing their organisation's service capabilities.
Course Overview
This four module course lets you mix and match the content, drop activites out and add your own where and if necessary.
This course is designed for the full involvement of every participant through the use of:
-
Interactive team activities
-
Skills practice sessions
- Case studies
-
Group discussions
-
Personal reflection
-
Theory input
- Opportunities to assess and improve current organisational practises
Key Learning Objectives of the Course
At the end of this course delegates will be able to:
-
State the five essential behaviours for service leadership and describe what makes a leader inspiring
-
Describe how values influence an organisation’s culture, who has the biggest impact upon forming this culture and which values are likely to drive service excellence
-
Identify factors in their own organisation’s culture that need changing
-
Describe a model of world class service and 5 phases of implementing a service standards programme
-
State the difference between service pledges, service standards and performance measurements and the benefits they bring
-
Describe the difference between the customer experience (CEX) and customer service (CS) offered to customers
-
State why developing a great CEX can add value to the organisation and the customer and how to evaluate it
-
Describe the principles of the customer journey
-
Understand the importance of a shared vision of the service culture and the importance of values to drive behaviour and the link between culture and organisational performance
-
State types of customer research practices available and how to use each
-
Describe the 5 common biases that can affect research and how to minimise their effect
-
Describe the 6 steps for implementing a research project
-
Give examples of what 3 global brands have done to drive improvements in their service cultures
MODULE 0 - Opening the Course
In this module the focus is on the welcome and introductions as well as course overview and a course contract between group members and the tutor on what is needed to make the course a great success.
MODULE 1 - SERVICE QUALITY IN PRACTICE
This module covers understanding what is meant by world class customer service and a model for world class customer service that can be used as a strategic tool.
participants will learn about the differences between a service pledge, service standards and performance targets and how to develop service standards and standard .performance measurements.
They will learn about the five phases of implementing service standards, benefits to the organisation and customers of establishing and operating a service pledge, service standards and relevant performance measurements.
They work on a case study from various organisations that have adopted standards to identify ideas for implementing in the participant’s own business.
MODULE 2 - The Customer Journey
This module covers the differences between the customer experience and customer service and the implications of this difference and how the customer experience adds value.
It also includes principles of the customer journey, what it is, how to use it, how it works, why emotions are important, recognising pinch points and opportunities.
Participants will learn about methods of evaluating the CEX throughout the customer journey including metrics and gauges.
The module includes lessons from Enterprise Rent-A-Car, a case study to identify ideas for implementing in the participant’s own business.
MODULE 3 - Employee Engagement and Service Culture
Participants learn about the link between culture and organisational performance and the importance of a shared vision of the culture and the leader’s role in this.
they will also learn of the importance of values to drive behaviour toward the desired culture of service excellence. and will work on a case study about Zappos to identify ideas for implementing in their own business.
MODULE 4 - Research Practices
This module covers types of research practices available and how to use each and the 5 common biases that can affect the customer research that participants may be initiate.
Participants learn about the 6 steps to conducting market research providing participants with a simple framework to use.
They follow a case study from a US Naval Commander on how he turned around the worst performing ship in the navy to the highest performer by engaging 310 crew members.
FAQ's
Can I mix and match the contents? Absolutely. Rearrange the content. Add your own sessions. Tweak it for your local needs.
Can I contact you with questions about the content? Certainly. If you need to run something by us before you buy or before you run an activity, just give us a call.
Do I have to renew the license? No way! You only pay once and you can use it as many times as you like.
Can I resell your package? No you can't resell the package as a package or republish parts of it as digital products.
If you have a question that needs answering before you buy, call us now on +447843284310 and we'll help you out. Or email [email protected]
Price
£249
includes VAT
- All supporting material in editable files for running a two day training course.
- Unlimited support.
- Lifetime updates.