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Foster Productivity & Growth Potential With Innovative Customer Service Delivery Completed

Dates: 08 & 10 Jun 2016
Hours: 08:30-17:00
Location: Paphos
Venue: Aquamare Beach Hotel
Company Visit: 4 Hours
Language: English

The programme includes:

  • Two full-days seminar at a luxurious venue.
  • Half a day consulting session for each participating company.
  • An extensive report for each participating company formulated to their needs. The report will include recommendations and suggestions for further consideration by the management.
  • Full access to a seminar blog containing all presentations and further additional support materials and resources for each seminar participant.
  • Full lunch and three coffee breaks for the two-days seminar for each seminar participant.
  • No VAT is imposed to Digipro Executive Management Seminars. Please contact us for clarifications.

Human Resource Development Authority of Cyprus

Program Rationale

Small business customer service delivery is the most important function. Yet, companies have significant problems in this area:

  • Often failing to meet customer expectations, rarely exceeding expectations.
  • Over servicing clients – dedicating resources to deliver not-valued services
  • Not considering the cost to service customers
  • Not recognizing differences among strategic segments thus providing one-fit-all solutions

In order to deal with the issues identified above small firms must introduce significant innovations in customer service delivery:

  • Recognize the value of different strategic segments to the firm and understand each segment’s expectations across all interaction points with the company.
  • Identify gaps in the service delivery model, identify areas of improvement and develop priorities
  • Create bundles of customer service offerings to match segment value with cost to serve

Target Audience

Owners, managers who are responsible for functions which interface with customers such as marketing, sales, service delivery, and managers who are responsible for managing processes and systems.

Program Objectives

The objective of the two-day training would be to help participants understand how to identify and implement innovative ideas to improve their customer servicing models so that their service delivery keeps customers satisfied while the firm makes a profit.

In order to achieve this objective, customer service delivery will be evaluated from three different angles, the firm’s proposition, the customer journey and the cost to deliver. Below the key learning outcomes are identified:

  • Understand how to identify, analyse and prioritise customer segments to optimize the value proposition
  • Learn how to use social media and a web-side as a channel of delivery
  • Learn how to measure the critical success factors in delivering the customer promise and how to manage performance
  • Understand how to assess customer expectations and how to identify and fill gaps of expected service vs. delivered service
  • Learn how to innovate by improving/creating value-add activities/features

In-house seminar objectives:

The company specific part will help small companies optimise their customer service delivery model by 1) Identifying improvements relating to service delivery processes to enhance productivity 2) Introducing new features to enhance the customer value proposition and, 3) de-emphasizing activities that proportionally add more cost than value. These objectives will be achieved by discussing ideas generated in class and other ideas brought to the training, and by thinking through the implementation. The result will be the creation of different propositions for different segments - incorporating different levels of service, and, different functionalities.

Program Outline


8:30 − 9:30 / Introduction

  • The small firm’s value proposition
  • The linkage of the value proposition to the customer service delivery
  • The necessity of introducing innovation in the customer servicing model
  • Considering customer behavior factors in the design

9:30 − 10:30 / Customer behaviour evidence and implications for the servicing model

Considering customer behaviour from experimental studies Implications for the delivery of service

Exercise: Identify improvements in service delivery considering the key evidence about customer service behaviour The objective is to apply research knowledge in the context of the small firm

10:30 − 10:45 / Break

10:45 − 12:30 / Strategic customer segments and implications for the value proposition

Identifying strategic customer segments for the small firm Analysing and prioritising customer segments Recognising the dimensions of the customer promise Identification of critical success factors and how they are implemented

Exercise: Describe the firm’s value proposition to different segments and identify critical success factors The objective is to apply the tools to the company by mapping the firm’s value proposition(s), matching them to customer segments, identifying CSFs and benchmarking those with competitors

12:30 − 13:30  / LUNCH

13:30 − 14:15   / Internet servicing channels

  • Developing on-line service delivery channels
  • Creating firm promoters
  • Organizing to deliver

14:15 − 14:30  /  Break

14:30 − 17:00  /  Identifying customer expectations - the customer journey

  • Recognizing and mapping the customer journey for strategic segments
  • Identifying different levels of customer expectations at different stages of the interaction with the firm

Case study: Applying the customer journey model to a small hotel

The objective is to practically demonstrate how a small hotel applied this model to map customer expectations at different interaction points


8:30 − 10:00  /  Benchmarking the actual delivery versus expectations

Mapping actual vs desired levels of delivery across key processes Identifying gaps and finding innovative solutions

  • Process innovation
  • New features
  • Staff competencies

10:00 − 10:15  /  Break

10:15 − 12:30  / 

Exercise: Recognize the customer journey for a key segment and identify expectations. Assess service delivery gaps and create ideas of how to fill.

The objective of this exercise is to identify areas where the firm can improve the delivery of service at customer touch-points across all channels.

12:30 − 13:30 / Lunch

13:30 − 15:00  /  Design and implement a new value proposition

  • Identifying differentiating factors
  • Balancing costs and revenues
  • Designing the service delivery

Exercise: Develop an innovative proposition, design the service delivery model and optimize revenues and costs-to-serve. The objective of this group exercise is to apply the key tools learned in the class by designing a service delivery model from scratch.

15:00 − 16:00  /  Measuring and managing customer servicing delivery

  • Identifying key measures across different processes
  • Setting-up benchmarks
  • Creating customer ownership in the firm

16:00 − 16:15  /  Break

16:15 − 17:00  /  Creating an action plan

Exercise: Prioritize ideas and create an action plan

The objective is to collect all ideas generated and create a provisional plan which can be discussed with colleagues so that specific priorities are identified. Closing.

  • Prioritizing ideas
  • Translating ideas to specific actions
  • Identifying timescales and responsibilities

Training Methodology

Short lectures accompanied by case study discussions and group exercises.

Power point slides, handouts, case studies, group exercises and company specific exercises.

Participants will be encouraged to share with their colleagues the areas of improvements identified in class and the action plan developed in class and identify priorities to be covered by the training. The areas to be considered in order to meet the training objectives identified above are: the firm’s strategic segments, priorities and how each segment is serviced, how the firm’s value proposition is delivered and possible gaps, areas where customer expectations are not met, areas where customers are over-served, focused propositions to specific segments.

Evaluating ideas about improving the customer service delivery and discussing the details of implementation

  • Prioritise ideas
  • Think through how to test the idea
  • Establish implementation requirements

Creating different propositions for different segments by incorporating different levels of service

Identifying service areas which do not add value and discussing ways to de-emphasize

  • Recognising different segment needs and the value to the company
  • Creating different levels of service to balance value
  • Thinking through the operationalization
  • Review features of the proposition and the value perceived by the customer – think ways to reduce of eliminating and evaluate the impact

Post Program Activities

Following the workshop there will be a 4 hour on-site visit to each of the attending companies.

This amounts to high-level consulting advice that is tailored to the specific needs of the organisation and may be discussed in full confidentiality rather than in the open forum of the workshop.
The instructor will subsequently write a extensive report summarising the main discussion points and including recommendations and suggestions for further consideration by the management. This report may also include recommendations regarding additional training and development actions that the company’s management should consider to further strengthen its human capital.

Subsidy, Attendance, and Cancellation Policy

HRDA Subsidy and Seminar Attendance

  • A company’s participant is eligible for subsidy when their Social Insurance and Industrial Training contributions have been settled in full by the time of registration/seminar. In case of ineligibility/disqualification, the company will be invoiced the full amount per participant.
  • A company’s participant is eligible for subsidy if he/she completes an obligatory attendance of 75% or more (both during seminar and company visit). In case of failure to complete the attendance, the company will be invoiced the full amount, per participant.

Cancellation and Substitution Policy

  • Cancellations can be accepted up to 5 working days prior to the seminar without penalties. For any cancellations received after the deadline (or no-shows) the company will be invoiced the full amount per participant.
  • Substitutions can be accepted any time prior to the seminar without penalties.

Approved By Human Resource Development Authority of Cyprus

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