....................................... LEVEL 1 ....................................... Public course ....................................... Price - £295 + VAT ....................................... Duration - One day ....................................... Quick Code: CM ....................................... In-company option ....................................... Enrolment form
Level 1
Customer Service Excellence Standard Foundation
Duration – One Day
Ref: CSE FTC
Aims: At the end of the course, participants will be able to:
Understand how the key drivers of customer satisfaction are embedded in the new standard and how they are relevant to service delivery today.
Explain how Customer Segmentation and Customer Insight influence the service design
Describe the Customer Service Excellence requirements.
Profile: An interactive training course on the Government's new Customer Service Excellence Standard. The standard was launched on the 10th March 2008 by Minister for Transformational Government Tom Watson. Customer Service Excellence outlines requirements on the key drivers of customer satisfaction, namely delivery, timeliness, staff professionalism and attitude, information and access.
The course is build up of various workshops and exercises so that participants understand how the different criteria of the standard are built together.
The course is aimed for those directly engaged with service design, both management and front line staff.
Session 1 - The New Standard in Concept Background to the new standard, key drivers and concepts
Session 2 - Segmentation Workshop on exploring how your customer base would segment
Session 3 - Customer Insight Using segmentation to gain customer insight. This session will also look at the requirements to engage with hard to reach and disadvantaged groups.
Session 4 - Full Standard Moving from the Criteria 1;what the rest of the standard looks like.
Session 5 - Workshop – Self Assessment How your organisation would match up to Customer Service Excellence. This workshop will explore the elements of the standard in detail, giving you an opportunity to map your organisation activity.
Session 6 - Applying for Certification The assessment approach and tips on applying for Customer Service Excellence certification
