Key Indicator

Content

Workshop 1

1) Research

• Competitive research
• Market research
• Customer research
• Customer feedback
• Evaluating feedback
• Service journey

Workshop 2

2) Service Concept

3) Business Goals

• Developing a service promise
• Tangibles and intangibles reflecting the service promise
• Communicating Service Promise
• Setting objectives and reflecting in Business plan
• Communicating Business objectives

Workshop 3

4) Service Standards

5) Processes and Procedures

6) Service Planning

7)Resources

• Developing service standards that reflect the service promise
• Flow charts and checklist
• Planning for any critical stages
• Ensuring resources are available to deliver the service promise

Workshop 4

*Recruitment and Selection

*Induction

*additional to the award

• Behavioral Interviewing
• Job descriptions
• Induction

Workshop 5

8) Education and Training

9) Service Delivery

10) Service Performance Assessment

• Reviewing types of training
• Evaluating training
• Training Needs Analysis
• Individual training Plans
• Developing a system to check that the service is provided consistently
• Developing a complaints procedure

Workshop 6

11) Process Improvement

12) Customer Service Improvements

• Developing a system to ensure problems areas are identified and corrected
• Innovation- developing new ideas
• Continuous improvement