HRDA Vitals
HRDA Vitals

Programme Overview

For service companies customer service delivery is the most important function. Yet, companies have significant problems in this area:

  • Not creating positive customer experiences
  • Over servicing clients by creating features of low importance to customers
  • Failing to understand customer expectations
  • Not recognizing differences among strategic segments thus providing one-size-fit-all solutions

In order to deal with the issues identified above service firms must introduce significant innovations in their customer servicing model in their effort to build exceptional value for the customer:

  • Intentionally building customer experiences in the customer servicing chain
  • Align the communications across all contact points
  • Enhance the value received by the customers and the firm
  • Identify gaps in the service delivery model, identify areas of improvement and develop priorities

In general, companies that introduce innovation in the customer servicing chain gain pricing power and raise advocacy among customers. These contribute to growth of revenues and higher profitability.

Designed for:

  • Managers who are responsible for functions which interface with customers such as: Marketing, Sales, Front-Office Operations
  • Managers who are responsible for managing processes and IT systems at a company,
  • Commercial managers
  • Business development managers,
  • Owners and CEOs

2 Days training to:

  • The Wow Factor and why it matters
  • Your company’s value proposition and the customer servicing-chain
  • Introduce innovation in harmony with customer behaviour
  • Dimensions of customer assurance
  • Identification of critical success factors (CSFs) and how they are implemented
  • Examples of best practice from the real world
  • Identifying customer expectations: The Customer Journey
  • Recognizing and mapping the customer journey for strategic segments
  • Identifying different levels of customer expectations at different stages of the interaction with the firm
  • Benchmarking the actual delivery versus expectations
  • Mapping actual vs desired levels of delivery across key processes and the impact of staff competencies
  • Identify gaps in the customer servicing and ideas of how to fill them
  • Identifying and quantifying volumes and establishing positions
  • Balancing the customer value with firm value
  • Assessing cost to serve and finding ways to minimize without destroying value for the customer
  • Customer behaviour evidence and implications for the servicing model
  • Considering customer behaviour from experimental studies
  • Identifying ways to introduce “wow factors”

Key Learning Outcomes = Benefits for Organization

  • Understand how to identify, analyze and prioritise customer segments
  • Recognize the critical success factors in delivering the customer’s assurance
  • Incorporate those in the customer service
  • Measure the degree of delivery
  • Boost profitability through your Wow Factors
  • Identify problems, fill gaps & capitalize on untapped potential
  • Understand how customers view their interactions with the firm: What are their motivations and expectations at different stages of service delivery
  • Add value at different levels of the process


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