Customer Service Training on CD-ROM Excellence in Service: Establishing Service Standards In Excellence in Service: Establishing Service Standards, participants will learn what customers really want from their organization and how they evaluate your service, as well as how to create and implement effective service standards. In addition, participants will learn how to monitor service standards and how to correct problems that cause service to fall below those standards. Learn To: - Follow a three-step process to establish effective service standards.
- Use the CUSTOMER acronym to understand how customers evaluate service.
- Collect information from their customers using five approaches.
- Apply seven steps to successfully implement service standards.
- List three fundamental elements of monitoring service standards.
- Identify two factors that cause customers to avoid giving feedback.
Audience: Managers who want to learn how to develop and monitor customer service standards. Total Learning Time: 2 - 4 Hour(s) | Product | CODE | Price | Order | | Excellence in Service: Establishing Service Standards CD-ROM | ng44009 | $74.95 | | Course Contents Unit 1: Background Information
Duration: 0.5 - 1 Hour(s) - Identify the importance of setting service standards.
- List the benefits of establishing service standards.
- Avoid common problems when setting service standards.
- Follow a three-step process to establish effective service standards.
- Simulation Overview: In this simulation, you will meet with Maggie Roberts, Vice President of Products and Services, to discuss the importance of customer service standards. Through your questions, you will learn about the benefits of establishing customer service standards, the common problems that exist with customer service standards, and how to establish service standards.
Unit 2: Understanding Your Customers
Duration: 0.5 - 1 Hour(s) - Explain the importance of understanding your customers.
- Describe why customers' expectations are important.
- Use the CUSTOMER acronym to understand how customers evaluate service.
- Collect information from your customers using five approaches.
- Simulation Overview: In this simulation, you will meet with Greg Avery and Cindy Becker, the Customer Service Supervisor and Assistant Supervisor of Icon's Printing Services Department. As the Customer Service Manager, you need to acquaint Greg and Cindy with Icon's service strategy regarding the steps Icon takes to understand the needs of its customers. You must give them the appropriate advice regarding what they need to know about their customers and the service they provide.
Unit 3: Setting Service Standards
Duration: 0.5 - 1 Hour(s) - Develop effective service standards.
- Address two aspects of customer service in your service standards.
- List the qualities of the product and experience dimensions of customer service.
- Apply seven steps to successfully implement service standards.
- Simulation Overview: In this simulation, you will meet with Robin Carlson, the Customer Service Supervisor for the Computer Hardware Department, and David Morris, the Customer Service Supervisor for the Telecommunications Department. Both of these departments have experienced a decline in sales due to inadequate customer service. You have asked to meet with Robin and David to help them learn how to set service standards to improve the level of service they provide.
Unit 4: Monitoring Service Standards
Duration: 0.5 - 1 Hour(s) - Explain the importance of monitoring service standards.
- List three fundamental elements of monitoring service standards.
- Avoid a pitfall that can occur when using a service assessment.
- Identify two factors that cause customers to avoid giving feedback.
- Correct problems that cause service to fall below the standards.
- Simulation Overview: In this simulation, you will meet with David Morris, the Customer Service Supervisor for the Telecommunications Department, and Robin Carlson, the Customer Service Supervisor for the Computer Hardware Department. You are meeting with them to discuss ways to effectively monitor their newly-developed service standards.
| 
