Creating a Customer Service Excellence Strategy

This pack provides a series of tools that will help you construct a robust service excellence strategy for your organisation. In order to create the business case, the first and second of the modules are designed to create an awareness of what is excellent service.

The pack includes modules on:

• Assessing what should be the ideal customer experience and comparing this to where the organisation is now.
• Providing a customer service excellence audit which allows participants to identify where their organisation's strengths are, in terms of customer service excellence, and where they can improve.
• The service excellence strategy circle which allows participants to consolidate their assessment of their organisation's positions.
• Setting a strategy for customer service excellence and SMART objectives for implementing it.