Introducing Innovation in the Customer Servicing Chain to Help the Service Firm Grow Profitably
Registration Deadline: 06 June 2018
Training Dates: 13 & 15 June 2018 plus 4 hours private company consultation
Training Hours: 08:30 - 17:00
Location: CIIM Nicosia ( View Map )
Language of Instruction: English
For service companies, customer service delivery is the most important function. Yet, most companies often fail to meet customer expectations, or deliver their services without considering the cost in servicing their customer, as well as tending not to recognise the differences among strategic segments and providing a one-fit-all solution.
In order to deal with such issues, service firms must introduce significant innovative actions in their customer servicing model. Such actions include, intentionally building customer experiences in the organisation's customer service-chain, recognising the value of different strategic segments of the firm, aligning the communication process across all interaction points, identifying gaps and area of improvements, developing priorities and enhancing the value received by customers.
The Introducing Innovation in Service Delivery programme, is approved as a 'Vital Importance Programme' by the Human Resource Development Authority (HRDA) Cyprus and organisations participating with their employees, who satisfy the HRDA's criteria, are entitled to a full subsidy, therefore, may attend this programme without any cost.
This programme includes 14 hours in-class training and a half-day private company consultation.
The aim of this two-day training would be to help participants understand how to identify and implement innovative ideas to improve their customer servicing models so that their service delivery keeps customers satisfied while the firm makes a profit.
The key learning outcomes are identified below:
- Understand how to identify, analyse and prioritise customer segments
- Learn how to recognise the critical success factors in delivering the customer's assurance and learn how to incorporate those in the customer service and measure the degree of delivery
- Understand how customers view their interactions with the firm – what are their motivations and expectations at different stages of service delivery and learn how to identify and fill gaps of expected service vs. delivered service
- Learn how to innovate by improving/creating value-added activities/features
- Learn how to optimise value for the firm
Innovation will contribute to:
- Uniqueness and impact on the experiences delivered
- Highly differentiated value proposition
- Divergent thinking in the design of the delivery model
Managers who are responsible for functions which interface with customers such as marketing, sales, front-office operations and managers who are responsible for managing processes and IT systems at a company.
Topics to be covered
- A service company’s value proposition and the customer servicing-chain
- The challenge to deliver value for the customer and the firm
- The necessity of introducing innovation in the customer servicing model considering customer behaviour
- Exercise: Identify customer requirements
Strategic Customer Segments
- Identifying strategic customer segments for a service firm
- Analysing customer segments
- Prioritising customer segments
- Exercise: Identify, analyse and prioritise the company segments
Delivering the value proposition
- Recognising the dimensions of customer assurance
- Identification of critical success factors and how they are implemented
- Examples of best practice
- Exercise: Describe the firm’s value proposition to different segments and identify critical success factors
Identifying customer expectations - the customer journey
- Recognizing and mapping the customer journey for strategic segments
- Identifying different levels of customer expectations at different stages of the interaction with the firm
- Exercise: Recognize the customer journey for a key segment and identify expectations
Benchmarking the actual delivery versus expectations
- Mapping actual vs desired levels of delivery across key processes
- Identifying gaps: Process Innovation, New Features, Staff Competencies
- Exercise: Identify gaps in the customer servicing and ideas of how to fill
Implementing improvements to the customer servicing model
- Identifying volumes
- Establishing positions
- Developing SLAs
Creating a new value proposition and customer servicing chain
- Balancing the customer value with firm value
- Assessing cost to serve and finding ways to minimize without destroying value for the customer
- Exercise: Identify the current offering of the firm and identify ideas of how to balance value
Identifying critical success factors in the customer servicing model and tracking the delivery of CSFs
- Recognising which CSFs apply to what stages/processes
- Identifying key measures across different processes
Creating an action plan
- Prioritising ideas and translating ideas to specific actions
- Identifying timescales and responsibilities
- Exercise: Prioritise ideas and create an action plan
The programme has been approved by the HRDA (ΑνΑΔ). Organisations registered in Cyprus, who satisfy the HRDA criteria, are entitled to apply for the subsidy and thus participate without any cost, as described below:
Gross Fee (before subsidy): €1,530
HRDA Subsidy: €1,530*
Net Fee (after subsidy): €0*
No VAT is charged due to CIIM’s non-profit status. Fees include tuition, educational materials, lunch, coffee-breaks and refreshments.
To proceed with your registration, please click the button below to apply online. Participation is subject to availability.