ΠΕΡΙΓΡΑΦΗ

For service companies, customer service delivery is the most important function. Yet, most companies often fail to meet customer expectations, or deliver their services without considering the cost in servicing their customer, as well as tending not to recognise the differences among strategic segments and providing a one-fit-all solution.

In order to deal with such issues, service firms must introduce significant innovative actions in their customer servicing model. Such actions include, to intentionally building customer experiences in the organisation’s customer service-chain, recognising the value of different strategic segments of the firm, aligning the communication process across all interaction points, identifying gaps and area of improvements, developing priorities and enhancing the value received by the customers.

The Introducing Innovation in Service Delivery programme, is approved as a ‘Vital Importance Programme’ by the Human Resource Development Authority (HRDA) Cyprus and organisations participating with their employees, who satisfy the HRDA’s criteria, are entitled to a full subsidy, therefore, may attend this programme without any cost.

ΣΚΟΠΟΣ ΣΕΜΙΝΑΡΙΟΥ

• Understand how to identify, analyse and prioritise customer segments
• Learn how to recognise the critical success factors in delivering the customer’s assurance and learn how to incorporate those in the customer service and measure the degree of delivery
• Understand how customers view their interactions with the firm – what are their motivations and expectations at different stages of service delivery and learn how to identify and fill gaps of expected service vs. delivered service

ΣΕ ΠΟΙΟΥΣ ΑΠΕΥΘΥΝΕΤΑΙ

• Managers who are responsible for functions which interface with customers such as marketing, sales, front-office operations,
• Managers who are responsible for managing processes and IT systems at a company,
• Commercial managers
• Business development managers,
• Owners and CEOs

ΠΕΡΙΣΣΟΤΕΡΕΣ ΠΛΗΡΟΦΟΡΙΕΣ

Benefits for you

• Learn how to innovate by improving/creating value-added activities/features.
• Learn how to optimize value for the firm.

Benefits for your organization

• Innovation will contribute to:
• Uniqueness and impact on the experiences delivered
• Highly differentiated value proposition
• Divergent thinking in the design of the delivery