Introduction
Delivering Effective Customer Service training is dependent on understanding how
Customer Service in an organisation adds value.
One company may get most value from running a low-cost service meeting basic
needs, while another may get most value from a higher cost of service that can
introduce new products and gather market research.
Our Customer Service Evaluation process will ensure that planned Customer Service
training will add measurable value which you can measure and track over time. |
- Our consultant will work with a small
team from your organisation to gather the
required evaluation data
- The team from your organisation is likely
to include the Customer Service Director,
the Training Manager, the project sponsor
and one or two other selected delegates
- Stage One — interviews with each of the
team members to establish outcomes (this
could include a survey to a larger number
of delegates depending on project size)
- Stage Two — consultant-led workshops
creating models of excellence against
which future performance can be modelled
- Stage Three — evaluation reports
delivered by The ROI Academy™
- Stage Four (optional) — license and setup
of tools for ongoing in-house evaluation
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The programme will:
- use The ROI Academy™ tools to create
a VALUE model detailing HOW customer
service adds value to the organisation
- benchmark existing customer service value
against potential value
- define essential and ideal training content
- create clear lines of sight between training
content and value-add
- assess individual or team skills before and
after training
- deliver an evaluation process to show the
impact of the training
- offer an ongoing measurement process to
track the quality and impact of customer
service over time
- provide web-based reporting tools, easily
downloaded into management reports
– simplifying your report writing.
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