For quality service to be delivered, it has to come from the very roots of an organization. New Directions Consulting has designed a 9-step Quality Service Initiative that transforms customer service levels and consistency within 18 months.
Our nine step process includes:
1. Setting up a cross-functional quality leadership team
2. Surveying external customers
3. Surveying internal customers
4. Defining quality service values
5. Launching improvement initiatives that save money and time
6. Developing organization-wide service standards and service level agreements
7. Developing a quality improvement suggestion system
8. Initiating sub teams to work on specific improvement areas
9. Learning to measure and maintain metrics
We also offer a number of Quality Service products:
• 25-Common Quality Service Standards
• On-line and paper external and internal customer surveys
• Sample Service Level Agreements
• Strategies for Successful Project Implementation
New Directions provides long-term support throughout the quality initiative, from design phase through implementation and measurement.
Course Offerings:
Customer Service:
Improving relations with customers will naturally improve organizational results. Sounds so simple, yet customers report being unsatisfied with more than one-third of their interactions. And they typically tell between 15–40 other people about it!
The learner will be able to:
- Identify your customers (internal and external) and the deliverables they expect
- Recognize the basic needs of all customers
- Understand the benefits of service standards and service level agreements and how to create them
- Reduce failure costs that affect service
- Measure customer satisfaction
Who Should Attend:
An insightful workshop for any individual or group that is working on improving service to their customers.