RICA CUSTOMER SERVICE OUTLINE
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This document outlines an ongoing customer service training program with the objectives of continually escalating employee performance and increasing the quality of the customer experience. The training focuses on three major elements: self improvement, process improvement, and service improvement. Each 60 minute presentation contains segments on a self improvement topic, an interactive workshop on process improvement ideas, and an interactive workshop on customer service experience improvement ideas. The expected results are increased employee performance, improved customer satisfaction, a unique customer experience, increased sales, and increased profit margins.
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SHOPPERS STOP RECRUTMENT AND SELECTION PROCESS WITH JD AND JS .
RICA CUSTOMER SERVICE OUTLINE
- 2. OBJECTIVES To provide businesses with an ongoing customer service training program that will continually escalate employee performance expectations. The objective of each training session is to provide the tools and training necessary to measurably increase the quality of the customer experience and ultimately increase sales/profits.
- 3. PRESENTATION This training program will focus on three major elements of a holistic performance enhancing training program as follows: Self Improvement Process Improvement Service Improvement
- 4. MOTTO “We will always improve who we are, what we do and how we serve.” Improving who we are, is “Self Improvement” Improving what we do, is “Process Improvement” Improving how we serve, is “Service Improvement”
- 5. STRUCTURE Each presentation will contain three segments and will last approximately 60 minutes. The first segment will feature a thought provoking and inspirational Self Improvement topic. The next segment will be an interactive work shop to discuss ideas for Process improvement. The last segment will also be an interactive work shop format to discuss ideas for Customer Service and Experience Improvement.
- 6. RESULTS Increase employee performance expectations. Improve employee morale. Improve customer satisfaction. Deliver a unique customer experience. Increase sales. Increase profit margins.
- 7. OPEN DISCUSSION Are there any details of this presentation that you would like to discuss in further detail? Self Improvement Process Improvement Service Improvement Do you have any other questions or thoughts?
- 8. RICA CUSTOMER SERVICE By Regina Abdalla Medeiros RICA©2007