At the end of the course, participants will be able to:

• Understand how the key drivers of customer satisfaction are embedded in the new standard and how they are relevant to service delivery today.
• Explain how Customer Segmentation and
• Customer Insight influence the service design
  Describe the Customer Service Excellence requirements.
  
  

Profile:

An interactive training course on the Government's new Customer Service Excellence Standard. The standard was launched on the 10th March 2008 by Minister for Transformational Government Tom Watson. Customer Service Excellence outlines requirements on the key drivers of customer satisfaction, namely delivery, timeliness, staff professionalism and attitude, information and access.

The course is build up of various workshops and exercises so that participants understand how the different criteria of the standard are built together.

The course is aimed for those directly engaged with service design, both management and front line staff.

• Session 1 - The New Standard in Concept
  Background to the new standard, key drivers and concepts
  
  
• Session 2 - Segmentation
  Workshop on exploring how your customer base would segment
  
  
• Session 3 - Customer Insight
  Using segmentation to gain customer insight. This session will also look at the requirements to engage with hard to reach and disadvantaged groups.
  
  
• Session 4 - Full Standard
  Moving from the Criteria 1; what the rest of the standard looks like.
  
  
• Session 5 - Workshop – Self Assessment
  How your organisation would match up to Customer Service Excellence. This workshop will explore the elements of the standard in detail, giving you an opportunity to map your organisation activity.
  
  
• Session 6 - Applying for Certification
  The assessment approach and tips on applying for Customer Service Excellence certification
  
  
• Session 7 - Questions and Answers