Vital Training

Introducing Innovation in the Customer Service Chain

Introducing Innovation in the Customer Service Chain to Help the Service Firm Grow Profitably2018-10-22T07:15:57+00:00

Introducing Innovation in the Customer Service Chain to Help the Service Firm Grow Profitably

Programme Overview

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, to 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 the 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.

Designed for

  • Sales Managers
  • Marketing Managers
  • IT Managers
  • Client facing Managers
  • Senior Managers
  • Decision Makers

Programme Focus

Introduction

  • A service company’s value proposition and the customer servicing-chain.
  • The necessity of introducing innovation in the customer servicing model considering customer behavior.
  • The challenge to deliver value for the customer and the firm.
  • Exercise: Identify customer requirements.

Strategic Customer Segments

  • Identifying strategic customer segments for a service firm.
  • Prioritising customer segments.
  • Analysing 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.
  • The Customer Journey.

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 them.

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.

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.

Key Outcomes

  • 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

Benefits for you

  • Learn how to innovate by improving/creating value-added activities/features.
  • Learn how to optimise value for the firm.

Benefits for your organisation

Innovation will contribute to:

  • Uniqueness and impact on the experiences delivered
  • Highly differentiated value proposition
  • Divergent thinking in the design of the delivery

Details


Dates:
8 and 15 November 2018

Time:
8:30 – 17:00

Duration:
14 hours +4 hours private company consultation

Venue:
CIIM Nicosia, 21 Akademias Str. (view map)

Language of Instruction:
English

Instructor:
Dr. Paris Cleanthous

Participation fees


VITAL programmes are fully subsidized by the HRDA

Fee: € 1,530

HRDA Subsidy*: € 1,530

Final Fee: € 0

*The programme has been approved by HRDA. Click here to find out more about HRDA and other special discounts

Apply Now

To proceed with your registration, please complete the form below. Participation is subject to availability.

Please enter the details of the person who submits this registration:
*
*
*
*

The programme(s) you are applying for is approved by the HRDA - Human Resource Development Authority and participants who are registered as full-time employees in organisations which are listed in the Registrar of Companies of the Republic of Cyprus may be eligible to the programme's subsidy.

*

Please select one of the following options:

*
*

Please select the number of participants who will join this programme. You may register up to 10 participants on the same application.

*
Invoice Details
*
*
*
*

1st Participants Details

*
*
*
*
*

3rd Participants Details

*
*
*
*
*

5th Participants Details

*
*
*
*
*

7th Participants Deatils

*
*
*
*
*

9th Participants Details

*
*
*
*
*

2nd Participants Details

*
*
*
*
*

4th Participants Details

*
*
*
*
*

6th Participants Details

*
*
*
*
*

8th Participants Details

*
*
*
*
*

10th Participants Details

*
*
*
*
*
Terms and Conditions (“Terms”)
Last updated: January 26, 2015

Please read these Terms and Conditions (“Terms”, “Terms and Conditions”) carefully before registering to our programmes (“programmes”) and accessing our online application form (the “Service”), both operated by the Cyprus International Institute of Management (“CIIM”, “Executive Education”, “us”, “we”, or “our”). Your access to the Service is conditioned on your very acceptance of and compliance with these particular Terms. Effectively, these terms apply to all visitors, users and others constituents (“you”, “your”, "persons", “customer”, “participant”, or “company”) who may demonstrate interest in our Service. By accessing this Service, you actually agree to be legally bounded by these Terms. In contrast, if you are in disagreement with these Terms and Conditions, we kindly advise you to exit this Service immediately.

1. Personal Information

By using this Service, you in effect agree that CIIM is empowered with full authority to maintain an internal record of your personal details. Your personal details are collected when registering to the CIIM programmes and enquiry forms.

In particular, for the purpose of promoting CIIM's programmes and activities, you are kindly informed that your personal information including current and former participation to programmes, testimonials, full name, position, company and company logo may be used without your prior concent or consultation with you. If you do not wish CIIM to have your details included in our promotional activities, please notify us of your objections by writing to execedu@ciim.ac.cy or to Cyprus International Institute of Management, 21 Akademias Avenue, Aglandjia, P.O. Box 20378, 2151 Nicosia, Cyprus.

We wish to assure all persons interested in our Service that we will not sell, distribute or lease any of your personal information to third parties unless we have your permission or we are required by law. At the same time, we wish everybody know that we are committed to ensuring that access to personal information in our records is completely secured. Therefore, for the purpose of preventing unauthorised access or disclosure of classified information, we have put in place adequately safe physical, electronic and managerial procedures to control all access to our information databases.

2. Registrations

This Service is intended to collect information for your participation in our programmes. However, we cannot guarantee your automatic participation or seat reservation to our programmes, considering that practical limitations may arise. CIIM reserves the right to change or cancel the dates of the programme, without your consent. In the event of cancellation or modification of the time schedule of the programme, it will be our duty to give you adequate notification for the any schedule changes.

3. Tuition and Programme Fees

Tuition is due upon your acceptance by the CIIM into the programme you have applied for. However, prices are subject to change without notice. Furthermore, if you fail to settle your invoice prior the commencement of the programme, CIIM reserves the right to cancel/withdraw your application and refuse your participation. Additionally, if you fail to settle your invoice,  even after the commencement of the programme, CIIM reserves the right to proceed with legal actions for damages.

4. Cancellation of Registration

Cancellations must be received in writing. Cancellations received more than seven (7) days prior to a program’s start date will not incur penalties. On the other hand, for cancellations received less than seven (7) days prior to a program’s start date, you will incur a charge of 100 percent of the full tuition. In this case though, substitutions may be welcomed considering the service capabilities of CIIM. If a participant or a participating company fails to attend the programme they have applied for without any prior notification, even if a withdrawal occurs on or after a program start date, full tuition may be forfeited.

5. Refunds and Transfers of Registrations

Participants who would like to request a full refund for their participation, or need to transfer their participation to another CIIM programme, may be eligible to do so considering that the start date of the original programme is no less than seven (7) days. Requests to refunds received less than seven (7) days prior to the start date of the programme, will be forfeited. However, in this case though, transfers of registrations may be welcomed considering the service capabilities of CIIM. If a participant or a participating company fails to attend the programme they have applied for without any prior notification, even if a withdrawal occurs on or after a program start date, full tuition may be forfeited.

6. HRDA Subsidy

The Human Resource Development Authority (HRDA) provides a subsidy i.e. partial or full tuition coverage, to organisations participating with their employees in the Authority's programmes, only if they can meet the Authority's criteria. In order to confirm your eligibility to participate in the Authority's programmes, we provide you with the Authority's programme form for which you need to return to CIIM fully completed. If for whatever reason, the HRDA refuses to provide a subsidy for your attendance to our programmes, you and your company will be liable to immediately reimburse CIIM with the gross fees, which were supposed to be covered by the HRDA subsidy. If you fail to meet your legal costs to CIIM, we reserve the right to proceed with legal actions for damages.

Additional Policies

1. Termination of Service

We may terminate or suspend access to our Service immediately, without our prior notice or any liability on our part, for any reason whatsoever, if you breach the Terms included in this agreement. All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

2. Governing Law

These Terms shall be governed and construed in accordance with the laws of Cyprus, without regard to its conflict of law provisions. Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect. These Terms constitute the entire agreement between CIIM and you regarding our Service, and supersede and replace any prior agreements we might have between CIIM and you regarding the Service.

3. Changes

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. What constitutes a material change will be determined at our sole discretion.

4. Insurance Coverage

CIIM requires that all participants maintain their own insurance for medical care, illness, and injury. CIIM is not responsible for medical expenses incurred while attending a program. Please make sure that any private insurance provides valid coverage in Cyprus.

Contact Us

If you have any questions about these Terms, please feel to contact us using the information below:

Telephone: +35722462246
E-mail: execedu@ciim.ac.cy
*