Service Excellence Programme
Customer 1st International's programme of consultancy and development - the Service Excellence Programme - comprises four elements:
1 Developing Organisational Customer Service Standards
Organisational Customer Service Standards are developed to specify the strategies, knowledge, skills and behaviours needed for the organisation and its people to deliver service excellence. Customer 1st International can provide direction and focused support for this development, ensuring that employees have the competencies, skills and motivation to provide the highest levels of customer service – in other words building a customer service culture.
We only use the Institute of Customer Service National Occupational Standards.
2 Organisational Assessment of Customer Service
In order for an organisation to see where it is currently, and plan the changes it needs to put into place to deliver service excellence, it is vital to assess customers’ expectations and levels of satisfaction. We use the Service Quality Rater (SQR) – a gap analysis tool - to carry out a detailed review of current performance. This is done across the organisation, involving customers, staff and managers. The outcome of the SQR is a prioritised list of development needs – for the organisation and for its people.
3 The Innovation Challenge
We believe that any new developmental model should embed the organisation’s mission, vision and goals. We strongly recommend the Innovation Challenge for senior managers. The Innovation Challenge supports the development of a customer service culture; it encourages an organisational culture that will encourage and stimulate ideas around service improvement from both staff and customers. The Innovation Challenge will motivate and empower managers to support and encourage staff to share best practice in an open and productive way.
4 Foundation Programme in Customer Service
Our Foundation Programme is based on The Best Practice Guide for Customer Service Professionals (Edwards, 2006), providing all the knowledge, understanding and skills needed to become a customer service professional. The programme can be delivered either wholly online (with tutor support) as the Award for Customer Service Professionals – or as a blended programme combining face-to-face sessions with online learning and assessment.
Telephone: +44 (0) 1985 841070
E-mail: support@customer1st.co.uk
