The Business Case for Customer Service Excellence

This pack will help you construct a sound business case for creating a culture of service excellence within your organisation.

In order to create a business case the first and second of the tools are designed to create an awareness of what is excellent service.

The pack includes modules on:

• The introduction of the concept of service excellence. It creates a definition of excellent service and helps participants appreciate the need for consistency in the total customer experience.
• The customer experience and moments of truth for the customer.
• The business benefits of creating a culture of service excellence, including the life-time value of customer and changing customer expectations.