Essential Workplace Series
Brief Course Overview
This programme is designed to help you introduce and maintain a Culture of Superior Customer Service in your Organisation. Only when your employees understand that it is the customer who pays their salary and they recognise how their role can help create a satisfied and loyal customer, are they really ready to learn the skills to create this reality. With a workforce onboard with this mindset, increasing your committed customer base is inevitable. This course will provide you with tools, techniques, and approaches to enhance individual mindsets and skills, and organisation capabilities at satisfying your customer.
Who will benefit from the Course?
It is designed for Senior and Middle Management (decision-makers), who would be responsible for introducing, driving and maintaining a Culture of Customer Service in the organisation.
This Course will enable participants to:
- Understand what a Culture of Customer Service is and the impact it will make on the performance of the organisation.
- Know how to introduce the Culture into your organisation.
- Know how to measure the effectiveness of the Culture, take necessary corrective action and maintain growth and development of the organisation.
Brief Course Outline
Day 1
Introductions and Welcome
Module 1: Revisiting the Purpose and Vision
Most organisations have a clear sense of their Vision, Mission, Values and Culture. Participants will revisit these to ensure that it encapsulates the establishment and sustainability of a Service Culture.
Module 2: Establishing a service orientated Value System
A service orientated Value System will be established to create a behaviour standards platform from which the entire staff can operate from. Management will be taught how to model this behaviour in all of their dealings with their staff, who are the internal customer base of the organisation.
Module 3: Developing a Service Strategy
A Service Strategy will be developed to ensure that the necessary changes and modifications are made within the organisation and implementation strategies are established to activate the development of the Service Culture.
Module 4: Aligning business units, teams and individuals to the Strategy
Participants will be taught how to ‘on-board’ staff in this process. The necessary structural and behavioural changes will be identified.
Module 5: Establishing Critical Success Factors
To evaluate the success of the Service Strategy, Critical Success Factors will be established to periodically measure the progress and steps identified to address the ‘road-blocks’.
Check-out
Day 2
Module 6: Implementing the Service Initiative
The Strategy now moves from the “Board Room” to the rest of the organisation. Participants will be taught how to implement the required steps and how to inform key Staff of the changes.
Module 7: Developing and Empowering of staff
Participants will be taught how to ensure that the service culture in the organisation is established and practiced. They will also be taught how to empower and enable their key staff to live the service brand.
Module 8: Evaluating and measuring performance
Participants will be taught how to use their service evaluation process and performance management system to constantly drive a service improvement culture.
Module 9: Holding staff accountable for their behaviour
Participants will be taught how to hold their staff accountable for their behaviour and how to take appropriate action to improve below par performance.
Wrap-up, Check-out and Close
Other Additional Topics:
The course above is designed to cover nine main modules over 2 days. Below are some additional courses that you may want your staff to attend.
- Assertiveness Skills
- Performance Management
- Personal Leadership
Proposed Dates
This is a 2 day workshop.
What we require from you:
- A venue which can comfortably and adequately accommodate the participants. Should you wish to hold this course at an external venue then all venue hire costs will be for your account.
- The venue must allow for at least two break-away rooms/areas.
- At least two flipchart boards.
- Lunches and morning and afternoon teas.
