In order to develop a reputation for Service Excellence organisations need to become customer-centric. They need to put their customers at the heart of everything they do whether it’s financial control, investment, marketing, recruitment, training, sales, decision-making, process design, organisation design, procurement, innovation, strategic planning, indeed, literally everything is aligned to serving their customers!
The popular thought that an organisation can become World Class by product innovation is flawed. Yes, a new product may allow you to capture the imagination and the interest of consumers but if your service fails to live up to expectations then consumers will turn to an alternative supplier; a product can be replicated rather easily, great service less so.
And the big benefit of delivering a World Class service?
Loyal customers! And the benefit of having loyal customers?
- Loyal customers will keep coming back
- Loyal customers will buy more of your products
- Loyal customers will become advocates of your organisation which will lead to more customers
- Loyal customers are often prepared to pay a premium for your service
- Loyal customers will be more tolerant of any problems you may encounter
- Loyal customers stay with you and are therefore cheaper to manage than new customers because they know their way around your organisation.
The big issue for many organisations is they do not have the culture, the leadership, the systems, the processes or the people to become World Class so they need a new approach.
Who Should Attend
This course is highly recommended for all executives, senior managers and others in all sectors of the economy that have a need to lead and embed a service excellence culture in their organisation.
Benefits of Attending
- Demonstrate personal commitment to Service Excellence
- Outline a number of business transformation strategies to deliver Service Excellence in your organisation
- Embed a culture of Service Excellence
- Assess the service levels achieved in your organisation
- Plan a strategy for defending your Service Excellence strategy
Alan Power has extensive experience developing strategies for improving the customer experience. This experience, mostly gained in the finance sector, led the University of Leicester to invite him to join their Quality Excellence faculty where he wrote and delivered a module on Customer Service Measurement for a Masters Degree programme; this course has its origins in that programme.
Alan regards customer service as the key element of a quality strategy – a strategy that seeks to deliver breakthrough improvements for the customer – and he has worked as a quality practitioner for nearly 25 years. He first became aware of the Total Quality movement in 1986, while he was Personnel Director of Mortgage Express, a UK home loans company. It was there that he launched his first quality management programme.
As a result of the success of that programme Alan was invited to set up a new company, TSB Homeloans Ltd., the home loans arm of TSB Bank, a UK retail bank now part of the Lloyds Banking Group. The company was established in Scotland during 1989 and Alan was Managing Director until the merger of TSB Bank plc with Lloyds Bank plc in 1997.
During the period of Alan’s tenure as Managing Director, TSB Homeloans won the following awards:
Prior to taking up his general management role Alan had some 20 years’ experience in senior roles in human resource development. As a result Alan is a highly effective presenter and facilitator. Following the merger of TSB Bank Ltd with Lloyds Bank plc Alan was appointed Head of Quality Management, responsible for establishing and deploying business excellence throughout the organisation.
Pricing excludes 5% VAT, which will be charged where applicable