What is the CustomerExperienced Programme?
- The CustomerExperienced Programme is a project-based, improvement programme for team-leaders and team-members who wish to effectively initiate, progress and complete service-improvement projects
- It delivers an improvement objective, whilst concurrently developing the participants’ capabilities further, under the guidance of an experienced consultant and facilitator
- Further, it focuses on motivating and inspiring the team, to meet and exceed customer expectations for excellent service, by placing your customers at the very heart of all that they deliver
Who is the CustomerExperienced Programme for?
Participants should be working as a leader, or a member, of an existing, or planned, improvement-team in a customer-operations environment and who want to learn best practices for delivering service excellence.
What are the Business Outcomes of a CustomerExperienced Programme?
- Achievement of measurable improvement to core business-performance metrics
- Improved customer satisfaction
- Alignment with, and contribution towards, the organisational objectives for:
- Customer Engagement & Retention
- Employee Engagement & Retention
- Building Competitive Advantage
- Participants, now focused on service improvement, are motivated to seek out, and rectify, more and more service-issues
- Participants are more deeply engaged by the success and ownership of the project – and they tell their colleagues about it
What are the Learning Outcomes of a CustomerExperienced Programme?
- An understanding of the importance of organisational, team and individual objectives for the delivery of a service excellence project
- Improved customer-orientation of the team
- How to select and organise a team for the effective delivery of a service excellence project
- How to use effective communication methods
- How to lead a team to improve services to customers
- How to motivate, engage, empower and inspire a team to exceed organisational, and customer, expectations
How long does the CustomerExperienced Programme take to complete?
As an improvement programme designed for delivery via specified, service-improvement projects, it takes as long as the given project. Currently, fixed-price options are available for project-durations of 2, 3 or 4 months, although we can undertake extended, custom-projects, by agreement.
Elements of self-study, if necessary or appropriate, and depending on the project objective, can be factored-in to aid delivery of the project.
What are the benefits of a CustomerExperienced Programme for an employer?
- Provides the participants, team-leaders and team-members alike, with the knowledge, skills and inspiration needed to embark upon the continuous improvement journey
- A much deeper understanding, and awareness, of why Service Excellence is critical in delivering an optimum customer experience
- Higher customer engagement, based upon improved service delivery
- Higher customer retention, based upon improved customer satisfaction
What are the benefits of a CustomerExperienced Programme for the participant?
- Gives participants the knowledge, skills, tools and motivation to engage, along with the rest of their team, in the selection, planning, researching and improving of service-delivery functions across customer operations
- Energises, galvanises and develops individuals and their teams to improve service-delivery and to understand the importance of exceptional customer experiences
How is the CustomerExperienced Programme assessed?
The programme is assessed, primarily, against the project’s success metrics, as itemised in the project charter. However, a ‘before-and-after’ capability assessment, which provides the evidence that the learning outcomes for the course have been met, can also be run as a supplementary activity.
How many participants constitute a project-team?
The core project team is limited to eight, full-time personnel – this includes one team-leader.
If you have questions of your own then, please, contact us to discuss.