Managing Service Excellence COURSE OUTLINE Introduction • Building a culture of service excellence • The 6D’s of creating a customer-focused culture • Deﬁning service vision Managing the customer experience • Customers’ emotions and your emotional signature • Creating a customer-centric company • Case study - Zalora Managing the Service Team • Finding the best staff • Developing engaged and empowered employees • Case study – Singapore Airlines Evaluating Service Performance • Types of service performance measures and their beneﬁts • Purpose of performance measures • Using data to improve service Do you manage service delivery teams? Do your teams provide a service to internal or external customers? Would you like to develop your professional skills in managing service delivery teams? If so, this course will help you lead your customer service teams to success. Who should attend? Managers of service delivery teams • Establish better-motivated, happier customer service teams • Learn from other high- performing managers and organisations • Learn how data can be used effectively to improve service • Understand how to build a culture of service excellence • Learn to manage the customer experience by focusing on customers’ emotions • Evaluate service performance and improve it BENEFITS LEARNING OBJECTIVES REGISTER ONLINE AT BRITISHCOUNCIL.SG/CORPORATETRAINING FEB 6-7 APR 17-18 JUN 15-16 AUG 7-8 OCT 19-20 PUBLIC TRAINING DATES Maximum size of 16 MAXIMUM GROUP SIZE 2 Days LENGTH $908.43 (incl. GST) COURSE FEES 128 BRITISH COUNCIL CUSTOMER MANAGEMENT

Managing Service Excellence - British Council · Managing Service Excellence COURSE OUTLINE Introduction ... • The 6D’s of creating a customer-focused culture • Defining service

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ITIS

H C

ILCUSTOMER MANAGEMENT

Managing Service Excellence

COURSE OUTLINE

Introduction • Building a culture of

service excellence

• The 6D’s of creating a customer-focused culture

• Defining service vision

Managing the customer experience• Customers’ emotions and

your emotional signature

• Creating a customer-centric company

• Case study - Zalora

Managing the Service Team• Finding the best staff

• Developing engaged and empowered employees

• Case study – Singapore Airlines

Evaluating Service Performance• Types of service performance

measures and their benefits

• Purpose of performance measures

• Using data to improve service

Do you manage service delivery teams? Do your teams provide a service to internal or external customers? Would you like to develop your professional skills in managing service delivery teams? If so, this course will help you lead your customer service teams to success.

Who should attend?Managers of service delivery teams

• Establish better-motivated, happier customer service teams

• Learn from other high-performing managers and organisations

• Learn how data can be used effectively to improve service

• Understand how to build a culture of service excellence

• Learn to manage the customer experience by focusing on customers’ emotions

• Evaluate service performance and improve it

BENEFITS LEARNING OBJECTIVES

FEB

6-7

APR

17-18