Program Objectives
Course Participants would better understand the following concepts:
- Achieving sustained profitability thru 5 Star Customer Experience (CX)
- Defining how good your business is doing
- What is Service Quality
- What are the components of a Customer Journey
- How to Provide a Five Star Customer Experience
- Understanding the following concepts (Various Key Performance Indicators for different industries, The Balanced Scorecard, The Upside-Down Organizational Chart, Managing the Customer Experience, Why an engaged customer is better than a happy one)
What You Will Learn
- Why every organization has to have a good set of Vision, Mission & Values
- Successful Operations have a strong focus on a Balanced Scorecard:
- The Guest
Understanding the different touchpoints in a Customer Journey
100% focus on taking care of the customer to achieve High Satisfaction Rating to generate repeat business
- The Team
100% focus on your most valuable asset. Need to take care of every member of the Team for them to deliver desired outcomes: Productivity, Attitude & Job Satisfaction
- The Processes
Proper Onboarding & Training of new team members, Commercial Savviness of the Commercial Team, Quality Driven Operations that have a persistent inspection and audit routine; Asset Preservation (Preventive Maintenance, Renovation Schedule)
- The Bottom Line
If and only if all of the above items are achieved in earnest can this parameter be delivered in abundance: Profitability, Reputation, Upward Trajectory
Key Benefits
- Understand that providing a ‘5-Star’ service experience to customers should be ingrained in every team member working in your organization.
- Become the champion and advocate for the Customer Experience in your organization to drive profitability and competitiveness
- Develop world-class skills that can lead to career growth and development
Who Should Attend
Business owners, executives, managers, leaders, supervisors who want to provide a 5 Star Customer Experience in their company. Including those in charge of teams who are delivering customer service and driving business profitability and competitiveness.
Industries: Retail, Restaurants, Hotels, Hospitals, Business Process Outsourcing, Banks, Telecommunications, and Airlines.