Winning Organizations
Premise:
One of the more efficient means of improving customer service
performance is to observe and learn about those whose performance
is ever improving. Learning from the success of others will inspire
and enable your organization to productive action.
Purpose:
To identify and apply key concepts of how Winning Organizations
are focusing on customers and service to produce profitable growth.
Outcomes:
Participants will
- Learn time-tested principles of success
- Identify exemplary companies and superior customer
service experiences
- Learn successful strategies and tactics of Winning
Organizations
- Learn to look for "Low Hanging Fruit" in applying
the principles of success to their organization
- Identify immediate areas of weakness in their
customer contact, management, service and follow-up
- Develop options and implement plans for long term
ongoing improvements geared toward consistently exceeding rising
customer expectations
Learning:
- Principles of Success
- Examples and studies of successful companies
- The Service Experience
- Functional Interdependency
- Beating Expectations
- The Path to Performance
Participants:
- All members of the organization or individuals that interact with
customers
Format:
- Highly interactive, facilitator-led ½ day or 1 day workshop
with multimedia presentations, playshops and role-plays
- Individual, team and group facilitated feedback
- Participant manual includes templates for specific
personal action plans
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