Description

Introduction

This workshop uses proven business best practices to empower you to establish mechanisms to streamline service delivery and improve the experience of your customers.  Using a tabletop simulator and optionally the consumer scenarios found within your own organization, the workshop demonstrates:

• The elements of a service experience and its vital role in satisfaction levels and focused service excellence
• The principles of outside-in, customer centric thinking and relevance to a service business;
• How to gain visibility and management control over the customer emotions, expectations and experiences
• The role of problem and impact management in describing issues and enabling organizational and practice change
• The elements of a service experience design: Touchpoints, Delivery Channels, Interactions, Moments of Need and Moments of Truth, and Levels of Customer Satisfaction
• How to map, inspect, and improve a service experience on an ongoing basis and create opportuntities for improvement
• How to innovate and transform your practices through a service experience led continuous improvement program

Duration 1-2 days, 12 PDCs recognized by the Service Management Society™

Audience

This course is suited to those familiar with the key principles of a service business, but who require practical knowledge on manage and improve the customer’s service experience of interacting with a service organization and its products and services. This course is especially valuable to anyone who is interested in, or responsible for, transforming an organization from one focused on technology, process or infrastructure management, to one focused on customer service, value, the service experience, and satisfaction levels.

Learning Outcomes

• Knowledge of how the successful organizations provide 'excellent service'
• Knowledge of outside-in thinking, key principles, and its vital methods
• Skills to map, inspect and improve the customer's service experience;
• How to define, measure and manage customer satisfaction at every point of the service experience;
• How to integrate methods into a service management project and continuous improvement program.

Delivery Options

This is a 1-day hands-on instructor led course, using tabletop simulators and a fictitious case study representing real world scenarios, to introduce and immerse the delegates in the practical methods of mapping, inspecting and improving the service experience, and the moments of truth required to measure customer satisfaction levels.

Regularly delivered as a public event typically using the National University's dedicated training campuses nationwide. For larger organizations it can alternatively be delivered on-site for up to 32 delegates. 

Facilitators

Ian M. Clayton
Outside-In Service Management Thinker with 35 years IT experience and approved ITIL Instructor to Expert level with ITIL Expert Diploma V3, ITSM Master, ITIL Service Manager V2 with Distinction.
Author of Universal Service Management Body of Knowledge (USMBOK), Service Management Master™ Award Recipient 2008 and Co-Founder itSMF USA, Co-Founder Service Management Society.

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Kenneth (“kengon”) Gonzalez, CSMP, CLSP
Outside-In Service Management and Lean Consulting Professional, Author, Speaker with over 25 years IT experience. Service Management Master™ Award Recipient 2008, Co-Founder Service Management Society.