This highly practical introductory programme provides delegates with the essential skills, tools and techniques needed to support an effective Customer-orientated operation. The course elements emphasise practical techniques that can be applied directly in the workplace.
The programme units are focused on exploring the fundamental principles of Customer service in the context of Lean methodology, and incorporate a number of easy to apply, effective tools and techniques.
These techniques when applied in the workplace, will allow the attendees to become more confident and competent in dealing with Customer related issues.
Unit 1 : Developing a business plan.
In this initial session we explore a range of techniques including:
- PESTLE analysis
- Porter’s 5 forces Model
- S.W.O.T. analysis
- Competitiveness analysis
- Identifying key Product/Market groups
- Boston Matrix analysis
- Market segmentation
- Ansoff matrix
- Customer service analysis
By exploring these techniques we get the delegates to identify the drivers for change, external and internally, within the markets in which they operate and to understand the relationship between Competitive advantage and Customer Relationship Management.
The ultimate objective is for them to develop their own business plan.
Unit 2 : Effective Customer Service.
This session is designed to enhance the delegates:
- Knowledge of modern approaches to Customer service and its place within the extended supply-chain
- Awareness of the techniques of Customer Quality Management
- Awareness of the human factors in Customer management
- Awareness of the importance of communicating effectively to both External and Internal customers
Unit 3 : Value Stream Mapping.
Value Stream Mapping (VSM) is a tool to visually show all the actions (both value-added and non-valued-added) currently required to bring a product or service through to the customer: and how it can be used to improve process effectiveness.
In this course element, importance is placed on identifying factors in the customer supply chain:
• That cause bottlenecks
• That may not be the optimal way of doing things
The emphasis during the initial training sessions is to get the attendees to start identifying what causes time and effort to be wasted , and the importance of developing more effective systems and procedures so that we ensure customer satisfaction and get maximum value for money.
This course deploys two simple but sophisticated techniques to analyse the value-streams :
• Process activity mapping
• Value-Added/Non-value added stream mapping.
Unit 4 : Developing Operating Procedures and Visual management.
- Awareness that developing an Operating procedure with visual standards can be one of the most valuable and beneficial exercises for ensuring consistent and reliable service
- Knowledge of how to create a Visual Workplace and the benefits associated with greater visibility of systems
- Knowledge of how to develop a prioritised action plan for improving the efficiency and reliability standards of the customer supply chain
What we aim to achieve at the end of the programme.
The end result is that we want to develop team members who are confident and effective in dealing with the Customer!
Through this we can achieve :
- Improved Customer Focus .
- A structured and professional approach to Customer Service Support
- An understanding that its everyone’s job to sell the company and its products
- Sharing best practice and a team work approach
- Improved motivation through commitment to Customer Service
- Action Plans to drive improvements in Customer Service