“The ability to understand and recognise Service Excellence is paramount because it enables practitioners to make judgements and identify where improvement is needed in order to achieve successful customer outcomes. These outcomes create value for the customer, as well as for the organisation.”
Traditional training and/or consulting approaches can prove inadequate for developing the capabilities and competencies that are critical to building internal capacity for service-improvement programmes.
The Customer-Experienced Programme (CEP), with it’s high-availability, expert coach, is designed to address this challenge.
Once engaged, and in step with your project timetable, our facilitators apply their deep subject-matter-expertise to guide the team’s understanding – the primary focus of this guidance being customer-driven business operating models that successfully produce excellent service experiences. Then, once comfortable with these concepts, the team applies their learning to re-design the selected, faulty components within their organisation’s operating model.
The programme will engage your team-members in the full, incremental-innovation project-cycle, from problem definition, through research, design and testing, to deployment into the live, service-delivery environment.
Team expertise is acquired, within their own daily work-setting, inside a highly participative, live-project environment. This environment facilitates engagement and empowerment by guiding team-members along a path of discovery that leads to purposeful and sustainable capability.
The Customer Experienced Programme is based upon the principle that consistent, direct team-guidance, as well as one-on-one support, in a live-project environment, is the key to developing effective capability. It solves a significant challenge facing many organisations – insufficient coaching expertise and a lack of participant’s classroom time.
This in-house programme – developed, authored and delivered by CustomerExperienced professionals – will inspire your teams to holistically understand customer-driven service-goals, assess what needs to be done to accomplish them, and how to re-design the service components in order to achieve success.
It employs project-based and scenario-based learning by using your actual customers’ service-interactions to define the situational context that supports effective learning and real-world service-improvement. This method stimulates internalised discovery and recognition by immersing team-members in live, customer-sensitive projects. Under the guidance of our coach, they take into account an array of factors, make decisions, and take the appropriate actions in order to achieve the required outcomes.
The result is the embedment of a set of robust, innovation capabilities that teams can draw-on, and appropriately apply, whilst dealing with the wide range of contingency factors that routinely arise in service-experience challenges.
This unique engagement model makes the CustomerExperienced Programme far superior to traditional training and/or consulting approaches when building internal capacity for service-improvement programmes.
Principles of Applying Expertise
The engagement principles, practices and processes underlying the Programme include:
- Developing customer-focused behaviours, understanding and skills that result in improvement outcomes of value to the organisation
- Use of the organisation’s actual customer interactions and feedback to establish a realistic context
- Effective and provocative questioning, that is linked to real customer scenarios and established practices, guides team-members to discover answers and increase learning internalisation. For example: “What is the single, largest cause of customer attrition for your organisation?”, “What is the simplest method for dramatically improving productivity in your call centre?”, “When are standardised processes dangerous?”
- Examples of best practice that support Service Excellence (learning nuggets)
- Discussions, between the consultant and the team-members, that are thoughtful, reflective and targeted so as to stimulate and examine comprehension. Further, that they are conducted in such a way that team-members have endless opportunities in which to consider, and express, their own thoughts and ideas
- Learning-events are symbiotically inter-linked with the real-world service experiences of customers, thereby engaging team-members and building deep-rooted capability
If you would like further information then, please, contact us to discuss.