Identify and Manage Areas of Customer Service Impact

Session one : Section 1                                                                     9:45 - 10.30

Section 1: Identify "touch points" of customers.

Section Outcomes

• Moments of truth are identified and explained. 
• Customer service impact areas of vulnerability are identified and explained.
• The characteristics of customer service are identified in terms of their quantitative nature.

Introduce the session by explaining the  importance of customer service.

Section 1

Facilitator led discussions

Role plays

Group exercise

Define the key terms, touch point, customer, customer service, customer relationship management.

Provide a clear definition of moments of truth. Identify and explain moments of truth. Allow learners to give examples.

Identify and explain customer service impact areas of vulnerability.

Identify and explain the characteristics of customer service in terms of their quantitative nature. Allow learners to give example in won work context.  

Allow learners to complete activities in section 1.

Debrief

Allow learner to complete formative activities

(Specific outcome 1)

Session two:                                                                                    10:45 – 12:30

Section 2: Determine solutions in areas of customer service 

Section outcome

• Solutions provides for the optimal satisfaction of customer service within the constraints and priorities of the organisation.       
• The solution plan provides and compares options for customer service impact areas. 
• Solutions are developed in consultation with all stakeholders and authorised and approved by individuals with authority to do so.
• Solutions are developed within agreed timeframe and meet organisational specifications.

Explain the term customer satisfaction. Discuss the link between customer service and customer satisfaction. Allow learners to give examples in own context.

Section 2

Facilitator led discussions

Role plays

Group exercise

Discuss how solutions can provide for the optimal satisfaction of customer service within the constraints and priorities of the organisation.

Discuss how the solution plan can provide and compare options for customer service impact areas Allow learners to give examples. 

Define the term stakeholder. Allow learners to give examples of stakeholders in own work context.

Explain the importance of stakeholder participation (consultation) when developing solutions. Explain why solutions must be authorised and approved by individuals with authority to do so.

Explain the importance of developing solutions within agreed timeframe and why solutions must meet organisational specifications.

Allow learners to complete activities in section 2.

Debrief

Allow learner to complete formative activities

(Specific outcome 2)

Day two

Section three:                                                                                      8:30- 10:30

Section 3:   Action changes or improves areas of customer service 

Section outcomes

• Changes are implemented within agreed timeframes and in format
• Solutions are justified in terms of their feasibility and usefulness in the management of customer service. 
• The role and usefulness of change agents are identified and their strengths and limitations are assessed.

Recap Day one with learner input. Remember to restate ground rules and necessary protocols

Section 3

Facilitator led discussions

Group exercise

Allow learners to move towards an understanding of how action changes or improves areas of customer service.

Explain the importance of implementing  changes within agreed timeframes and in format. Discuss ways to ensure that changes are implemented within agreed timeframe and in format.

Define the terms feasibility and usefulness of a solutions. Explain why solutions must  justified in terms of their feasibility and usefulness in the management of customer service. Allow learners to give example in own work context.

Identify the role and usefulness of change agents and assess their strengths and limitations. Allow learners to give examples

Allow learners to complete activities in section 3.

Debrief

Allow learners to complete formative assessments (specific outcome 3)

Session four:                                                                                           10:45- 13:00

Section 4: Action changes or improves areas of customer service 

Section outcomes

• Approaches for continuous improvement are evaluated and assessed in managing the planned changes or improvements.
• Methodical tools and methods are used to facilitate the change or improvement process. 

Evaluate and assess  approaches for continuous improvement in managing the planned changes or improvements. Allow learner participation.

Section 4

Facilitator led discussions

Group exercise

Identify and explain methods that can be used by an organisation to facilitate the change or improvement process.

Identify and explain methodical tools that are used in continuous improvement. Give example of each tool and allow learner participation.

Use methodical tools and methods to facilitate the change or improvement process.

Allow learners to complete activities in section 3.

Debrief

Allow learners to complete formative assessments (specific outcome 3)

Session three                                                                                       13: 45- 16:00

Recap on morning sessions

Allow learners to finalise on their formative assessment

Finishing the programme

Programme evaluation

Allow learner to evaluate the workshop using the provide  forms

Next steps

Tell learners the next steps, training, assessment procedures

Assessments

Explain the assessment process to the learners