Duration: 2 Days
Course Overview
This course provides client facing service delivery staff who already have foundation knowledge, advanced concepts in order to improve their services, collaboration and relationships with customers. Participants will gain an understanding of key concepts, principles and practices that enables successful management of modern services.
COURSE OBJECTIVES
The course will help participants to understand how to develop a culture of continuous service improvement and service excellence. The main course objectives are to:
• Understand client needs and how client service works
• Improve the ability to communicate to connect with clients through interpersonal skills
• Develop the ability to assess problems and identify solutions to common client challenges
• Apply techniques to deal with difficult clients and manage client’s expectation
Course Content
Service Excellence Key Concepts
• Service excellence, customer experience, customer delight, Employee engagement
• Internal and external clients
• Service and service provision
The Service Excellence Model
• The service excellence effect chain
• Service Excellence Principles
• The four dimensions of the Service Excellence Model
The Organization and People
Communication
• Ego states
• Transactions
• The extended communication model
Collaboration
• Service Provider Organisation
• Drama triangle
• Games people play
• Every customer wants to be heard and seen
Relationships
• Stakeholder management
• Managing service relationship journeys
Service Excellence Practices
Understanding Service Requirements
• Service: Value, Outcome, Cost, Risk
• SWOT analysis
• User stories
• Workflow for requirements gathering
Documenting Services at the organisation
• Key Components of Services
• Customer Experience (CU) / User Experience (UX)
• Service Design package at the organisation
• Workflow for documenting services
Operation of Services
Managing Service Requests and Issues
• The Service Request Lifecycle
• Prioritization
• Workaround
• Service Request Models
Service Agreements
• SLA (with Clients)
• OLA (internal work agreements)
• Contracts (with suppliers)
Measurement-and-Reporting
• Metrics
• KPIs
• Reports
Delivering Service Excellence
COURSE PREREQUISITES
Attendees should meet the following prerequisite:
• Having sat the Achieving Service Excellence: Foundation training.
APMG CERTIFICATION
To qualify for the APMG Certification, participants should:
• Attend the Achieving Service Excellence: Foundation course
• Attend the Achieving Service Excellence: Advanced course
• Pass the Achieving Service Excellence: Advanced Exam
Achieving Service Excellence Advanced Exam information:
• 30 multiple choice questions, to be answered within 1-Hour.
• There will be an additional 15 minutes time for staff whose first language is not English.
• Pass mark 65%, answering 20 or more questions correctly to pass and achieve certification.