Building and Sustaining a Customer Service Culture
Presented by Tom Hayes, Ph.D.
Everyone is in favor of providing great customer service even in those organizations who deliver consistently poor service. So, why do so many organizations fall short? What distinguishes certain firms like Southwest Airlines, Disney, Dominos, Nordstroms, or Ritz Carleton? Creating world class customer service starts with creating a deliberate culture that supports and reinforces good service practices. It extends beyond the boundaries of the customer service department and encompasses the entire organization.
The formula for creating exemplary customer service is not complex. It encompasses some simple steps which require teams to define it, teach it, measure it, and reward it. This program will introduce you to how some of the best of the best seek to accomplish these simple steps. This program can help you tune up your own customer service culture or help you get started on creating one.
Who Should Attend
Professionals and Managers at all levels responsible for designing and delivering exemplary customer service within any organization.
You Will Learn
- Examples of great and terrible customer service, and the differences in what creates each experience
- What sets some organizations apart, and how they don’t leave great service to chance
- Some effective ways of assessing standards of service, and developing your own benchmarks
- How to define and measure it
- How to indoctrinate employees to make it part of their normal style of behaving
Maximum number of participants: 30 people
Program Duration: One session comprising 3 hours (can be expanded to a one to two and a half day facilitated learning experience*
* In the two and a half day program, participants are challenged to make field trips to several external organizations to make field observations about service delivery. They return to the workshop to share experiences and begin developing an action plan for their own organization.
