Building a Great Service Culture — Virtual Course

OUTLINE (Return to Main)

I. Foundations for a Great Service Culture

1. Frameworks
2. Essential vocabulary
3. Mindsets for service
4. Critical cornerstones

II. Leading, Coaching and Facilitating a Great Service Culture

1. Making the service-profit chain work
2. Service leaders: Legendary word-of-mouth
3. Communicating your service vision
4. Cultural leadership
5. Embedding culture
6. Leading from where you are
7. Inspiring passionate service
8. Engaging employees
9. Barrier surveys

III. Mapping and Managing for a Great Customer Experience

1. Service process mastery
2. Keys: Eliminate pain; emphasize value & delight
3. “Customer experience” model
4. Mapping how you do service delivery
5. Mapping how the customer “experiences” service delivery
6. Service process mapping examples
7. Determining customer expectations for CMOT
8. Setting service performance targets

IV. Using Assessment to Build Strategic Commitment

1. Your role as change agent
2. Alternative assessment tools
3. Is service a strategic priority?
4. Using SWOT to facilitate conversation about current state
5. Must the future look different? If so, what does the future state look like?
6. Using “The Wall” to create visual reminder of the work to be done
7. Service standards vs. service strategy

V. Building and Improving Systems & Capability

1. Performance measurement systems
2. Human resources capabilities
3. Infrastructure investments

Percentage of time spent on Main Topics:

Course Content/Main Topics	% Of Time Spent on Topic
Foundations for a Great Service Culture	20%
Leading, Coaching and Facilitating a Great Service Culture	30%
Mapping and Managing for a Great Customer Experience	15%
Using Assessment to Build Strategic Commitment	20%
Building and Improving Systems & Capability	15%

Return to Main