achieving customer focus

delivering the service strategy to customers

www.customer1st.co.uk







Achieving Customer Focus throughout your Organisation



World Class Service Excellence

creates Customer Loyalty ..

.. essential in order to build long-term

relationships with your customers

Customer Loyalty



Global Competition Rising Customer Expectations

Customers are becoming more demanding



Customer Focus



World Class Service Excellence

• Deliver the promise

• Go the extra mile

• Provide the personal touch

• Resolve problems well and learn from them

• Keep processes simple for customers



Customer Focus

How do we achieveCustomer Focus?



Customers’ expectations and needs are met



WEBSITE

EMAIL

TELEPHONE

WORD OF MOUTH

FACE-TO-FACE

PUBLICITY MATERIALS

C U S T O M E R E X P E R I E N C ETIME

COM

MU

NIC

ATIO

N C

HAN

NEL

S

Customers’ experiences are positive at everytouch-point



WEBSITE

EMAIL

TELEPHONE

WORD OF MOUTH

FACE-TO-FACE

PUBLICITY MATERIALS

C U S T O M E R E X P E R I E N C ETIME

COM

MU

NIC

ATIO

N C

HAN

NEL

S

Customers’ experiences are positive at everytouch-point

Touch-PointTouch-Point










Customers receive the very highest levels of service



Employees are capable, customer-conscious, emotionally intelligent and motivated



Emotional Content is included in Service Transactions



Customer Focused Processes

Designed to be simple for thecustomer



The organisation is innovative..

systematically reviewing, refining and

refreshing the service offer to its customers

Innovation and Continuous Improvement



Innovation and Continuous Improvement

Be different!



Business-to-Business

What about B2Bcustomerrelationships?

BusinessBusiness BusinessBusiness

CUSTOMER RELATIONSHIP MANAGEMENT

SUPPLY CHAIN MANAGEMENT



You understand your B2B customers’ business



Your B2B customers’ objectives become your objectives



Build your Customer Service Excellence Framework

PEOPLEPEOPLE

REWARDSREWARDS

STUCTURESTRUCTURE

PROCESSESPROCESSES

STRATEGYSTRATEGY







Our range ofLearning solutions ..



Online Customer Service Awards

AWARD FOR CUSTOMER

SERVICE PROFESSIONALS

AWARD FOR CUSTOMER

SERVICE MANAGERS Quality Assured andAwarding Bodyaccredited



Best Practice Guides

E-Book versionsavailable



Best Practice E-Workbooks

Best Practice E-Workbook for Customer Service Managers

Available September 2009



Bespoke Learning Programmes – Customised to your Organisational Requirements

• Introduction to the Customer Service Framework

• Building and Maintaining Outstanding Customer Relationships

• Understanding and Responding to Customers’ Needs

• Customer Centric Processes • The Customer Service Professional • Living the Values – the Customer

Service mindset

Customer Service Foundations Customer Service Management• The Power of Highly Motivated People• Delivering Service Excellence through your

Team• Exemplary Service - The Strategic

Competitive Weapon

• World Class Service Excellence and how to Achieve it

• Creating a Customer Focused Culture• Implementing your Customer Service

Strategy

Customer Service Strategy



Some of Customer 1st International’s Clients

• Unilever• Accenture• British American Tobacco• BT• VisitBritain• HRINDEXX (Nigeria)• Customer 1st Caribbean• CS Consulting (Kenya)

• GoSkills• Institute of Customer

Service (UK)• National Institute of Service

Excellence (Barbados)• Central Bank of Kenya• Association of Business

Practitioners (UK)



Some Clients’ Views

“This course exceeded my expectations. I enjoyed the interaction with other participants - I definitely recommend the Award for Customer Service Managers. No matter how much you think you know there are always gems of information and advice from other participants and the online tutor. The sharing of best practice was awesome and made you think about how to improve your own interaction with customers.”

“Enjoyed my first e-learning course tremendously. Very well-designed with lots of useful, practical exercises that provoke thinking and application on the job.”

“The main benefits came from the interaction & exchange of ideas with managers from a range of world wide companies. Hearing their ideas for customer service delivery and gaining immediate feedback on your own suggestions is an excellent way to identify improvements. I also enjoyed the opportunity to benchmark against other customer service driven organisations of all shapes and sizes, delivering vastly different services from all parts of the world.”

“Yes, I would recommend it. Ease of use, well-structured, thorough, relevant, excellent support.”

Award for Customer Service Managers

The most successful organisations acknowledge the

key importance of excellent Customer Service.

Managers and Team Leaders, equipped with the right

skills and understanding, can implement a culture of

excellent Customer Service in an organisation, making

a real difference for the business.

Comments from participants:

“I felt the course had a very good structure, it was well laid - out and easy to follow. This is the first time I have studied online and it was much easier to navigate than I had originallyanticipated.”

“Our tutor was great! She addedsome excellent comments to get the discussions going and make the participants think on different levels. Thank you!”

“Concise, accurate information. Thought-provoking ideas and useful activities.”

“Much more interactive than any previous Customer Service course I've completed. The tutor focused on specific comments made in my contributions and asked thought provoking questions. The interactions with others were very timely and discussed real issues.” Key Features

Online programme with proactive tutor support

Easy to access by password entry to website

Practical, team-based activities and self assessments

Cost-efficient learning at times and locations to suit busy managers

Web-based e-learning with Online Tutor support

Matches National Occupational Standards

Accredited programme leading to ABP Certificate

The Award for Customer Service Managers (based on

the book, The Best Practice Guide for Customer

Service Managers) is an online qualification for Team

Leaders and Managers who have significant

responsibility for customer service.

The Award for Customer Service Managers is written

and delivered by the UK Customer Service learning

specialist, Customer 1st International. The course

content maps to the UK’s National Occupational

Standards and is accredited by the Awarding Body ABP

(Association of Business Practitioners) – so you can be

sure that it is of consistently high quality.

Benefits for Businesses

Work-based activities encourage managers and team leaders to

identify new ways of satisfying customers and motivating their

teams. Its match to the National Occupational Standards makes

it just right for businesses that want to ensure their service is as

good as, or better than others in the sector.

Because the Award sits in a web-based Virtual Learning

Environment there are no worries about software to install or

systems to configure. As long as you can provide internet access

your managers can get straight on with their learning. Learners

will discuss topics with colleagues through online collaboration

tools. With your own employer account you will access detailed

learner reports to monitor the progress your managers are

making.

Managers build a customer-focused culture in their teams

Managers/Team Leaders implement the Customer Service Strategy

Increase customer loyalty and employee retention

Interactive, learner-friendly and motivational

Reduce training and development costs

Spread consistent messages – with global reach

Learning Content

The course is delivered in nine straightforward learning modules. Each one has self-assessments and activities to check understanding. Participants maintain a learning log, enabling them to maximise the learning and improvement outcomes of the programme. The nine modules: 1 Managers and Customer

Service Excellence

2 Setting and Communicating

Objectives

3 Putting the Customer First

4 Getting the Right People

and Resources

5 Creating the Customer

Focused Culture

6 Dealing with Difficult

Situations

7 Making it Happen

8 Embedding Innovation in

Your Team

9 Continuous Proferssional

Development

More Information Contact Stephanie Edwards: email [email protected]

Tel +44 (0)1985 841070

Pricing per individual - or site license available for more than 200 learners.

Benefits for Managers Study whenever and wherever you can access the internet

Access your own learning account using login and password

Relate your learning to your work with customer service teams

Get advice from your own Online Tutor and share best practice with

colleagues

Straightforward multichoice ssessments for each module

Receive your ABP Certificate on successful completion of all the

modules

David Parsons, CEO of Institute of Customer Service on the Best Practice Guide for CS Professionals

“I wholeheartedly recommend The Best Practice Guide for Customer Service Professionals to any organisation or individual wanting to work to the National Occupational Standards in Customer Service."

“This resource is an ideal motivational toolfor those working directly with customers. It can help to build, through the knowledge and skills of customer-facing people, today's essential prerequisite for organisational success - a reputation for delivering first-class customer service."

Customer Service E-Workbook delivers effective learning

Work-based activities target real improvements in

Customer Service performance

Content matches National Occupational Standards

The Best Practice E-Workbook for Customer Service Professionals is an innovative, low-cost, high-impact improvement tool, suited to organisations that want to target and track the progress made by individuals – perhaps through linking the informative content to skills frameworks and/or performance appraisal.

Individuals complete the many work-based activities in each module on electronic Activity Forms, which are then saved - either for e-portfolio storage or in order to retain and communicate best practice and new ideas.

The E-Workbook is accessed through Adobe Reader. Bookmarking allows quick linking to each module and section, making it simple and quick to navigate. More Information: Contact Stephanie Edwards

Email: [email protected]

Tel: +44 (0)1985 841070

Web: www.customer1st.co.uk

Price: £250 + VAT for up to 30 users per organisation

Simple to install on PCs and networks

Best Practice E-Workbook for Customer Service Professionals

Best Practice E-Workbook for Customer Service Professionals:

1 Basic Concepts of Customer Service

2 Developing Relationships with Your Customers

3 Customer Service in Different Organisations

4 Features and Benefits

5 Effective Communication

6 Service Excellence Through Teamwork

7 Delivery Systems

8 Laws and Codes of Practice

9 The You Factor

The most successful organisations acknowledge the key importance of excellent customer service. Research shows that if you provide service excellence – along with quality products and services – your customers will return to you time and time again. They will reward you with their loyalty.

Association of Business Practitioners

Approved Centre

Best Practice Guide for Customer Service Managers World Class Organisations acknowledge the key importance of excellent Customer Service. Managers and Team Leaders, equipped with the right skills and understanding, can implement a culture of excellent Customer Service in an organisation, making a real difference for the business.

The Best Practice Guide for Customer Service Managers is an activity-based improvement programme for Managers and Team Leaders who wish to manage Customer Service effectively and proactively, through motivating and inspiring their teams. The Guide will help you as a Manager or Team Leader to involve your team in decisionmaking, planning and improving. Moving beyond traditional management styles, where staff are only given responsibility for day-to-day tasks and rarely empowered to take the initiative, this Best Practice Guide shows you how to keep your team engaged every step of the way, realising the organisational prize of World Class Service Excellence.

Rachel Thomas - Director, Supply Chain Academy, Unilever:

“This book is for anyone in a Team Leadership or

Management position who is keen to put their

customers at the centre of everything they do.

Whether you are a new manager or one of long

standing, the content is conveyed in a way which

makes learning or re-learning fun and encourages

you to implement your key changes today.”

“An example from my own personal experience

shows how something as simple as ensuring that

the first point of contact can answer a customer

query results in up-skilling and empowerment for the

team, raising collective knowledge and our

commitment to one another - as well as to achieving

service excellence. The Best Practice Guide for

Customer Service Managers shows, in a practical

way, how to introduce a wealth of customer focused

improvements in teams.”

Complete guide for Managers and Team Leaders

Translates Customer Service Strategy into practical steps for teams

Innovative ideas on how to motivate, inspire and organise teams

Practical, work related activities

Clear, fun and thought-provoking

Learning Content

The Guide has nine chapters, each one including self-assessments and work-related activities. 1 Managers and Customer Service Excellence

2 Setting and Communicating Objectives

3 Putting the Customer First

4 Getting the Right People and Resources

5 Creating the Customer Focused Culture

6 Dealing with Difficult Situations

7 Making it Happen

8 Embedding Innovation in Your Team

9 Continuous Professional Development

Authors Trevor Arden and Stephanie Edwards are leading subject matter experts in Customer Service. Their speciality is building and delivering blended, online training programmes in Customer

Service for global companies.

ISBN-13 : 978-0-9548744-2-1 Price £26.00 Purchase online at


Award for Customer Service ProfessionalsThe most successful organisations acknowledge the

key importance of excellent Customer Service.

Research shows that if you provide service excellence -

along with quality products and services - your

customers will return to you time and time again. They

will reward you with their loyalty.

David Parsons (CEO, Institute of Customer Service):

"I wholeheartedly recommend The Best Practice Guide for Customer Service Professionals to any organisation or individual wanting to work to the new National Occupational Standards in Customer Service.

This resource is an ideal motivational tool for those working directly with customers. It can help to build, through the knowledge and skills of customer-facing people, today's essential prerequisite for organisational success - a reputation for delivering first-class Customer Service."

Comments from participants:

“Many courses aim at the very basics of customer service - however, this one went much further and delved into the changes that could be made to bring about improvements. The main benefits were in prompting you to consider the organisation's objectives, strategy, people and processes."

“I found the other participants had some very thought-provoking comments and the online tutor really did make you think about the scenarios she posed.” Key Features

Online programme with proactive tutor support

Easy to access by password entry to website

Practical, team-based activities and self assessments

Web-based e-learning with Online Tutor support

Matches National Occupational Standards

Accredited programme leading to ABP Certificate

The Award for Customer Service Professionals (based

on the successful book, The Best Practice Guide for

Customer Service Professionals) is an online

qualification for all those who deal with customers -

including internal customers. The Award is written and

delivered by the UK Customer Service learning

specialist, Customer 1st International. Endorsed by the

Institute of Customer Service, the Award is also

accredited by the Awarding Body ABP (Association of

Business Practitioners) - so you can be sure that it is of

consistently high quality.

Benefits for Businesses

Work-based activities encourage employees to identify great new ways

of satisfying and delighting customers. Its match to the National

Occupational Standards makes it just right for businesses that want to

ensure their service is as good as, or better than others in the sector.

The content is based on cutting edge research from the UK's Institute

of Customer Service. And because the Award sits in a web-based

Virtual Learning Environment there are no worries about software to

install or systems to configure. As long as you can provide internet

access your employees can get straight on with their learning.

Learners are grouped into learning sets, and will discuss topics with

colleagues through online forums. With your own employer account

you will access detailed learner reports to monitor the progress your

staff are making.

Become a Customer Service leader in your sector

Increase customer loyalty and employee retention

Improve employee performance and link to organisational objectives for Customer Service

Interactive, learner-friendly and motivational

Reduce training and development costs

Provides your business with best practice skills for customer service

Learning Content

The course is delivered in nine straightforward learning modules. Each one has self-assessments and activities to check understanding. Participants maintain a learning log, enabling them to maximise the learning and improvement outcomes of the programme. The nine modules: 1 Basic Concepts of

Customer Service

2 Developing Relationships

with Your Customers

3 Customer Service in

Different Organisations

4 Features and Benefits

5 Effective Communication

6 Service Excellence Through

Teamwork

7 Delivery Systems


9 The You Factor

More Information Contact Stephanie Edwards: email [email protected]

Tel +44 (0)1985 841070

Pricing per individual - or site license available for more than 200 learners.

Benefits for Individuals Study whenever and wherever you can access the internet

Access your own learning account using login and password

Stop and re-start at convenient times

Relate your learning to your work with customers

Advice from your own Online Tutor helps you make fast progress

Straightforward multichoice assessment for each module

Receive your own ABP Certificate on successful completion of all the modules

Achievement entitles you to apply for foundation membership of the Institute of Customer Service (ICS)

Best Practice Guide for Customer Service Professionals World Class Organisations acknowledge the key importance of excellent Customer Service. Equipped with the right skills, understanding and attitude, Customer Service Professionals are the people who deal directly with customers (both internal and external), and they are able to make the culture of excellent Customer Service a reality in an organisation.

The Best Practice Guide for Customer Service Professionals is for people who work at the customer interface. It covers the knowledge, understanding and skills needed to become a Customer Service Professional.

The guide provides a stimulating blend of information, ideas and activities. This 2nd Edition of the Best Practice Guide has been updated to meet all the knowledge requirements of the U.K’s National Occupational Standards for Customer Service.

David Parsons, ex-CEO of the Institute of Customer Service:

“I wholeheartedly recommend the Best Practice Guide for Customer Service Professionals (2nd Edition) to any organisation or individual wanting to work to the National Occupational Standards in Customer Service.

The Guide delivers - in a user-friendly and activity-based style - the underpinning knowledge needed to achieve one of the UK`s level 2 customer service qualifications, namely the S/NVQs or Technical Certificates.

This resource is an ideal motivational tool for those working directly with customers. It can help to build, through the knowledge and skills of customer-facing people, today’s essential prerequisite for organisational success - a reputation for delivering first-class customer service.”

Clear definitions of customer service terms

Complete guide for all employees who deal with customers

Innovative ideas on how to deliver excellence in customer service

Ideal for both training room activity and independent study

Plenty of practical, work related activities and self assessments

Learning Content The Guide has nine chapters, each one including self-assessments and work-related activities.

1 Basic Concepts of Customer Service

2 Developing Relationships with Your

Customers

3 Customer Service in Different

Organisations

4 Match Features and Benefits

5 Communicate Effectively

6 Deliver Service Excellence through

Teamwork

7 Systems for Delivering Service Excellence


9 The You Factor

Author Stephanie Edwards is a leading subject matter expert in Customer Service. Her speciality is building and delivering blended, online training programmes in Customer Service for global companies.

ISBN-13 : 978-0-9548744-1-4 Price £18.00 Purchase online at


achieving customer focus

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