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Provided by: Serebra Learning Corporation Bridge The Expectations Gap |
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Training
Provided by Serebra Learning Corporation
You have to be prepared to walk a mile in their shoes to understand more fully what customers experience when they deal with your company. There's nothing more effective in emphasizing the gap between what you believe their experiences to be and their realities than thinking and acting like a customer. This course takes you through several processes for doing exactly that, and you'll be shown how to find out if dealing with your company is a delight or a disappointment. The first lesson describes the common causes of the gaps between what customers want, and what they receive from your company. Perhaps policies that impact on customer service are set without input from either the customers themselves, or the frontline employees who are the best qualified to know what customers want. Maybe your company's advertising is making promises that your employees can't keep, no matter how hard they try. Directed towards "the usual suspects" in this way, you can make some basic checks in the areas that precipitate custo Customer service managers, supervisors, team leaders, and anyone with responsibility for managing the delivery of quality customer service
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Bridge The Expectations Gap
Audience
Customer service managers, supervisors, team leaders, and anyone with responsibility for managing the delivery of quality customer service
Topics
Objectives
- The Need for Change
- recognize the benefits of leading continuous improvement.
- classify the "gaps" that lead to customer dissatisfaction.
- analyze information gained from customer feedback to determine the general operational changes or improvements required to fill the "gaps" causing customer dissatisfaction.
- use employees' comments and behaviors to identify the stages of resistance they indicate.
- respond appropriately to employee reactions indicative of various stages of change.Review the Service Delivery Process
- recognize the benefits of using formal service process analysis tools.
- identify the "moments of truth," given details of a customer transaction.
- evaluate moments of truth, in given situations, as customer satisfaction enhancers or detractors.
- sequence "moments of truth" for inclusion in a cycle of service.
- recognize the components of a service process map.
- for a given process, select and position items correctly on a service process map.Impr
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
