In a globalized world and where technology integrates us with the world, the differentiator for organizations will be, on the one hand, the design we have of the service we offer to the client and, on the other, the training and development that the people responsible for be the image that our company represents to current and potential customers.
"Is this a company worth buying?", It is necessary to imagine and implement an answer to this question asked by Kaplan and Norton, it is about designing and launching a program that aims to sensitize all employees of the organization on the importance of evidencing, in management and daily performance, good customer service and recognizing its impact on the strategic results proposed by the organization.
The following suggestions are aimed at paving the way for those who hope to find an alternative of training and practical training that integrates the contents with the methodology. I hope it fulfills its purpose and encourages those responsible for the topic to explore methodologies that allow integrating Customer Service as a philosophy that transcends the training rooms and is installed in the daily behavior of the organization, especially in moments of truth and in fulfilling the promise of service.
In the first place, for the development of a training plan, regardless of the topic, it is very important to consider the Methodology that will be used, in this case the proposal contains three elements that are developed in each of the modules as follows:
- Conceptual Approach: Allows participants to learn about theoretical aspects that various authors and specialists on the subject have worked on, experiences and case studies are also referenced.Practical Exercise: consisting of a simulation, Indoor exercise, role play, Outdoor activity, meeting of group or other learning activity that allows the group to internalize the subject reviewed. Feedback: It is a moment that invites attendees to demonstrate and contrast the learning with the various activities of the learning sessions.
En segundo lugar, los contenidos deben tener una orientación general pero conservando la flexibilidad que le permita incluir los aspectos taxonómicos según el auditorio al que va dirigido, de esta manera propongo los siguientes ejes temáticos:
- Components of Customer Service. Presentation of the elements that make up the structure of Customer Service in any organization; reflection on the scope of each of them and their impact on customer satisfaction and loyalty. Service Culture as a strategic differentiator. Reflection on the importance of building a service-oriented culture in the organization in accordance with organizational purposes. The Report Card. Reflection and practical exercise that allows attendees to recognize the perception and evaluation of each of the issues and factors of the Service. Attributes of the Service provider. Identify in a practical way the main attributes and competencies that the service provider must develop in the organization. The moment of truth when solving objections.Understand the elements that are part of the moments of truth that are included when offering a service or product to the client.Customer loyalty in an unfaithful market. Reflection and recognition of the key aspects of the company's service in the search for added values that impact on customer loyalty processes. Sins of Customer Service. Reflection and practical exercise that allows addressing the attitudes and situations that can determine a bad or good service provision, based on the proposal of Karl Albrecht. Handling of Objections Reflection and practical exercise on the best way to face the objections of customers in the provision of the service, recognizing the type of clients we serve.Impact of Quality on Customer Service Recognize the fundamental aspects of quality management from the perspective of customer satisfaction.Action plan. The result of this process must be supported by a measurable deliverable that generates added value to the company, so I suggest that during the development of the workshop there are working groups that identify the learning obtained and establish a model that allows proposing actions of impact on the improvement of Customer Service in the organization according to the management carried out by each of the participants.
Designing and implementing a customer service program requires the commitment of managers and the participation of those responsible for each area in such a way that the resulting training, training and education activities become a common effort that integrates the interests of all stakeholders. collaborators.
Elaborating a program for the construction of a service culture must include tools and methodologies that articulate the contents towards the improvement of the expected performances and that can finally be measured by means of result indicators and not just management.
I hope that these ideas contribute to the strengthening of the service as a strategy for permanence and sustainability in markets that every day require companies to go beyond excellence.
