Professional Documents
Culture Documents
focus of the launch. The Service Strategy Statement and the Customer Service
Slogan will be cascaded during this launch.
The consultant and the steering committee will plan how to make the launch more
festive and more enticing.
Phase 2: Launch of Customer Service Program
In the original proposal, the launch will be Phase 3 (after the core Customer Service
team has been trained). It was agreed however, that year 2010 will open with the
launch of the program. The four hour program will be used as the venue to drum up
the program. The Service Strategy Statement and Customer Service Slogan will be
cascaded during this phase. The mechanics of the reward program will likewise be
explained.
In order to empower the employees of Xavier School (to help them become
contenders in the reward program), a brief overview of what it takes (attitude, skills,
etc.) to serve and satisfy the customer will be discussed. The objective of this
phase is for all the employees of Xavier School to have a common understanding of
EXCELLENT CUSTOMER SERIVICE.
Phase 3A and B: Legendary Customer Service Skills
The participants of Phase 3A and 3B will comprise the core team of the program.
They will be tasked to cascade the customer service skills training to all the other
employees of the school. Given this, the participants will be empowered with the
skills (Phase 3A) so that they can become the epitome and role model of Legendary
Customer Service. Phase 3B will empower them with the necessary course
designing skills, facilitation and coaching skills. Phase 3B will likewise discuss with
the participants how they can take the program further by measuring customer
service and how to track and monitor such.
Phase 3A will equip the participants with communication skills when dealing with
the customers on the phone, face-to-face and via email and other written forms.
This phase will also impart skills on how to deal with difficult and angry customers.
As such, role-play will be maximized during this phase as the objective of this phase
is to transfer the skills of legendary customer service.
After Phase 3B, the core participants will have a Training Guide and Trainors Manual
for the Xavier Schools customer service program. A Customer Service
Improvement Plan and Customer Service Monitoring Program will also be drafted.