Success through Customer Service

Who Should Attend?

This conference-style event is open to senior managers with strategic responsibility for customer service.

Event Objectives

• Understand the strategic importance of customer service in a competitive environment
• Discuss and examine the links between service and revenue
• Understand the key role of the customer experience and develop some straw models
• Start to build a top level strategic plan linking service marketing, process re-engineering, systems specification and people development
• Examine and discuss ways to implement service strategies and recognise some of the pitfalls
• Prepare and deliver a short presentation on a current issue, and outline an action plan to resolve the issue

Event Topics:

• Links between business strategy and service
• Relationship between service, revenue & profitability
• Defining & establishing the customer experience
• Service process analysis & re-engineering
• Project management
• Delegates’ action plans
• Feedback and review
• Summary and “What happens next?”

Event Information

Duration: 2 Days
Format: Management workshop facilitated by an experienced practitioner.
Maximum: 18 participants

Benefits:

As the marketplace becomes more competitive, delighting customers through excellent service is the only real path to business sustainability. This event examines service strategy, its effect on profit and revenues and how to design and re-engineer processes to deliver the required customer experience. It can be tailored to meet the needs of Senior Managers as they develop service strategy, and teams who will implement the strategy. It presents a new management paradigm for completely reenergizing the company, by developing customer retention strategies to grow revenue and profit.

Follow-up Events:

• Re-engineering Process for Results
• Introducing Customer Focus
• Managing Successful Projects
• Leading through Change