Scribd
Upload
49 views23 pages

World-Class Customer Service Week 4

The document outlines the key elements of world-class customer service: commitment, credibility, capability, continuity, consistency, and creativity. It emphasizes that customer service should be a core corporate value underpinned by goals, programs, and executive accountability. Processes should be designed from the customer's perspective and continuously improved through innovation. Excellent service recovery systems and a focus on employee development, retention, and recognition are also important aspects of achieving world-class customer service.

Uploaded by

chicogil7563
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
49 views23 pages

World-Class Customer Service Week 4

The document outlines the key elements of world-class customer service: commitment, credibility, capability, continuity, consistency, and creativity. It emphasizes that customer service should be a core corporate value underpinned by goals, programs, and executive accountability. Processes should be designed from the customer's perspective and continuously improved through innovation. Excellent service recovery systems and a focus on employee development, retention, and recognition are also important aspects of achieving world-class customer service.

Uploaded by

chicogil7563
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 23

WORLD-CLASS

CUSTOMER
SERVICE
Elements
COMMITMENT
Service quality is a key
corporate value, with
associate goals, action
programmes, measurement
and top level
accountabilities
CREDIBILITY
Promises are kept and
superb service recovery
systems are in place
CAPABILITY
People are recruited and
developed against
competencies that give high
priority to customer-focused
attitudes
CONTINUITY
Retention, reward and
recognition strategies focus
on world-class service
delivery
CONSISTENCY
Processes are designed
from a customer’s
viewpoint and are
consistently delivered
CREATIVITY
Continuous improvement
and innovation are nurtured
and encouraged to flourish
PAPER FORMAT EXAMPLE
WORLD-CLASS CUSTOMER SERVICE ON CREATIVITY
STUDENT NAME & REGISTRATION NUMBER

 Course Number and Name: Customer Management Module


&Customer Relationship Management topic
 Program/Major: MBA Innovation Management
 Submission Date: 12th April 2010
 Date Course was Started: 1st February 2010
 Date Program was Started: September 2009 or February 2010
 Type of Course: Practical
 Practical Problem: (World- Class Customer Service Model
Dimension3 Processes: on Creativity)
 Number of Words in the Body of the Course Paper: (includes the
Title Page and Executive Summary but not the Appendixes.
 Adviser/tutor: Dr G Winter
 Resources: ICS ServiceMark
 Reasons for taking this course:
Aim
 To achieve results through selling / services to customers
managers need focus on the activities involved within
the sales cycle in matching product / services to
customer needs.
 One of the focuses is on face to face selling activity as
well as telephone contact. It includes generating sales
leads, identifying customer buying needs, promoting
features and benefits of relevant products and services.
 To achieve the aim requires managers to develop
effective outcomes of performance

 Implement behaviour processes within the organisation


to enable the outcome of performance to be achieved
 Have the necessary knowledge and understanding to
achieve the process towards the aim.

 The following discussion develops each theme to


evaluate this process
Outcomes of performance
 The CM department needs to be able to:
 Contact customer identified as sales leads

 To identify….
Behaviours required to achieve results
 Present information clearly and concisely
 Show respect

 Work towards win-win solutions

 professionalism
Knowledge and understanding
 Able to difference between influencer and decision
maker, i.e…
 Key stages of sales cycle e.g.

 Importance of listening e.g.

 Importance of effective questioning

 Differences between features and benefits


STRUCTURE

 Executive Summary

 What is CRM
 Outline the elements of the QCi Model

 Discuss one or two the elements to evaluate how the model


helps in managing customers well
 Conclusion

 References

 Appendices
 This paper is about matching products /services to
customer needs driven by outcomes of contact
management, feature benefit process, legal and ethical
requirements generated by behaviours of respect and
keeping promises ethos. The managers ensures
knowledge and understanding of staff in areas such as
key stage of selling, listening, questioning skills to allow
staff to close sales.
 This paper is about resolving, solving and monitoring
customer problems. Resolving problems is based on
spotting the problem, picking solutions and taking
action. Monitoring and solving section focus of
managing to overcome repeated problems to avoid
compounding repetition to add value to the
organisation’s management of time towards improved
effectiveness
CRM - QCi
 This paper discussing the CRM concept through
customer satisfaction maximisation and customer
retention driven by drivers of quality, IT and database
marketing. The paper develops an outline of QCi
elements to assist a discussion on how the model
manages customer better to conclude that
UKCSI – 5 ATTRIBUTES

Professionalism

Quality & efficiency

Ease of doing business

Problem-solving

Timeliness
TIMELINESS
Speed of service

On-time delivery / solution

You might also like