Organizations providing services need to be efficient, effective, excellent, and equitable, with the customer at the heart of everything they do. A customer focus principle plays just as important a role for small frontline units as it would for large corporate organizations.
The objective of this course is to provide the delegate with the basic components of what contributes to customer service excellence. When you understand your role of being a catalyst, you will become a Strong Relationship builder and an authority in your subject. You will understand where people are coming from and be very good at setting and exceeding expectations. You will become a strong networker and be sensitive and tuned in to the feeling of the customer and be able to articulate the real issues to your own organization.
- You will be made aware of the importance of a close relationship with your customer to synchronize their expectations with your organization’s capability
- A common complaint arising from poor service delivery is “not getting regular feedback during a problem”; three actions help overcome this weakness: tailored communication, information gathering and policies and practices – these topics will be thoroughly discussed
- You will be equipped to identify issues before they occur and suggest meaningful alternatives that will speed up the process to resolve issues promptly
- You will become familiar with the five criterion for Customer Service Excellence as set out in the UK-based service Standard document (reference book included)
- You will be given insight into a People Engagement methodology comprising 7 Principles, 5 Themes and 5 steps for achieving them with distinction
- You will be made aware of portfolio, programme and project management as methods for achieving excellence in service delivery
Who should attend?
All role players providing some form of service to customers who wish to play this role really well
Consultants, senior sales executives or people providing business advice to others
The standard package inclusions
Delegates will receive the three reference books on which this course is based, a course workbook (with copies of all slides used and notes for the essential topics to be discussed), various articles, the PSP Catalyst syllabus, sample exams and the examination rationale (explanation of answers to questions). The cost for the examination is included. Refreshments and a light luncheon are also included.
Duration and Delivery
The course takes place over three weeks using one day a week in which the group get together. The 40 minute exam takes place on the morning after the third group meeting.
Evening work and exam preparation
Delegates should plan to spend time during each week (between group sessions) reading and highlighting the reference books – to gain the most from the course.
Your greatest value that you will receive, will be determined by your willingness to implant new habits into your working and private lives and persevere with them for the rest of your life.
Where possible you will receive one reference book and a questionnaire before the course starts. You will be asked to fill in the questionnaire and bring it with you on the first day of the course. You will also be asked to read the first few chapters of the reference book.
Some basic understanding of business principles
PSP Catalyst Foundation is a forty minute examination performed after the third group meeting. It is made up of 50 multiple choice questions. The exam is closed book. The pass mark is 50%.
Renowned reference books used