Service Quality Measurement Workshop

Half-day practical workshop delivered by The International Customer Servcie Institute focusing on their Service Quality Measurement Model and Customer Service Self Assessment & Global Performance Index.

Workshop Agenda

Title
Service Quality Measurement Model & Global Performance Index tool
Location
Le Royal Meridien, Abu Dhabi
Delivered By
The International Customer Service Institute
Duration
3.5 hour practical workshop
Facilitator
Philip Forrest - President and Co-Founder of The Institute

Part 1 of Workshop: Sustained Customer Service improvement by continuous measurement

  • Ensuring that your organisation is on the right direction in achieving service excellence
  • Identifying the gap between your actual service performance and your customers' needs and expectations
  • Developing an action plan to implement improvements and exceed your customers' expectations
  • Maintaining sustainability in service quality improvement through: Public Perception Analysis, Competitor and Market Analysis, Customer Segmentation, Customer Value Analysis, Customer Experience Measurement, Value Moments Evaluation, Customer Complaint/Feedback Analysis, Employee Engagement Measurement, Customer Service Self Assessment, Service Quality Benchmarking
  • Adopting the "Plan-Do-Check-Act" quality methodology
  • Each moment within a customer's experience is not equal yet organisations time and again fail to understand this whilst conducting research when determining customer satisfaction or assessing service performance. This half-day workshop will teach you how identify and weigh the Value Moments within the customer experience journey that matter most. Value Moments is an essential yet practical approach for any organisation to follow in order to exceed customer expectation and drive sustainable customer loyalty.

Part 2 of Workshop: Customer Service Self Assessment excercise - Calculating your organisation's customer service performance and comparing with the Global Performance Index

The Institute's Customer Service Self Assessment tool was developed by the Institute to allow organisations to review their service delivery performance, identify areas of improvement and prepare an action plan to address the inadequacies that avert the delivery of service quality excellence. Upon completing the assessment, a real-time report is generated highlighting the overall customer service performance and the breakdown of the overall score detailing the strengths and weaknesses to focus on. The online self assessment tool enables instant benchmarking of overall and sub-results against other organisations in the industry, sector and region and against the Global Customer Service Benchmarking Index.

  • Determining your current position in customer service performance to mature into a customer-focused organisation
  • Identifying the path to implement and achieve service excellence
  • Calculating criteria fulfilment of each pillar (policies, processes, products/services, people, premises) measured in a 5 point scale
  • Evaluating the compliance of your service quality with each pillar requirement to identify strengths, weaknesses and areas of improvement
  • Listing the factors influencing particular parts of the customer experience to your products/services
  • Adopting the requirements of The International Customer Service Standard(TICSS) and its 5P's Service Quality Model (Philip Forrest 2009)