The Customer 1st online customer service academy
Three levels of learning and development
All our customer service training programmes are innovative, of high quality, memorable to participants and designed to bring about clear and specific improvements in job performance. The programmes have been designed to overcome any barriers to service improvements, including, for example, the possible negativity of some employees and lack of support from managers where processes are not being followed, especially when dealing with challenging customer service situations. Three levels of learning and development are needed in order to change the culture and introduce a meaningful, permanent change in the way customers are served.
The Daisy service promise
“We will help organisations build and sustain a Service Excellence culture”.
Our courses are accredited by the UK Awarding Body ABP (Association of Business Practitioners), guaranteeing consistent high quality and relevance for participants, who will be awarded an ABP certificate on successful completion. Since ABP forms part of the Association of Business Executives (ABE), with many accredited colleges and training centres across the world, this will result in full, international recognition of the learning.
International Customer Service Strategy Programme
The International Customer Service Strategy Programme is an accredited course for all senior managers and is the first strategic programme to be developed.
It provides a step-by-step guide for understanding what customer centricity is, writing a customer service strategy and communicating and implementing that strategy.
The ICSSP comprises the following modules:
1. What Does a Customer Centric Organisation Look Like?
2. Writing a Customer Service Strategy
3. Designing a Customer Centric Organisation
4. Creating Customer Advocates
5. Managing Customer Experience
6. Managing Customer Service Performance
Since this is a senior level learning programme, much of the learning will be collaborative, with managers working together (physically for face-to-face programmes but through forum
discussions for the online version). A work-based project, closely linked to the customer centric changes needed within the manager’s workplace, makes up a significant part of the assessment.
Award for Customer Service Managers
Managers and team leaders, equipped with the right skills and understanding, can implement a culture of excellent customer service, making a real difference for the whole organisation. The Award for Customer Service Manager Programme is an ABP accredited course for all managers and team leaders who have significant responsibility for customer service. The course is delivered in ten straightforward learning modules. Each one has self-assessments and activities to check understanding. Participants maintain a learning log, enabling them to maximise the learning and improvement outcomes of the programme.
The ACSM comprises the following modules:
1. Managers and Customer Centricity.
2. Setting and Communicating Objectives.
3. Putting the Customer First.
4. Getting the Right People and Resources.
5. Creating the Customer Centric Culture.
6. Dealing with Difficult Situations.
7. Making it Happen.
8. Embedding Innovation in Your Team.
9. Continuous Professional Development.
Work-based activities encourage managers and team leaders to identify new ways of satisfying customers and motivating their teams. The course content matches the UK’s National Occupational Standards, making it perfect for teams and business units that want to improve service delivery by boosting the knowledge, skills and motivation of employees.
Award for Customer Service Professionals
The most successful organisations acknowledge the key importance of excellent customer service. Research shows that if you provide service excellence - along with quality products and services - your customers will value you as an organisation. They will reward you with their loyalty. The Award for Customer Service Professionals is an accredited course for all those who deal with customers - including internal customers. The course is delivered in nine straightforward learning modules. Each one has self-assessments and activities to check understanding. Participants maintain a learning log, enabling them to maximise the learning and improvement outcomes of the programme.
The modules of the ACSP are:
1. Basic Concepts of Customer Service.
2. Developing Relationships with Your Customers (can include cultural protocols and business etiquette).
3. Customer Centricity in Different Organisations.
4. Service Features and Benefits.
5. Effective Communication.
6. Customer Centricity Through Teamwork.
7. Service Delivery Processes.
8. Laws, Codes of Practice and Organisational Guidelines.
9. The You Factor.
Work-based activities encourage participants to identify how they will apply customer service principles and methods to their own job role, finding innovative ways of meeting and exceeding their customers’ expectations. The course content matches the UK’s National Occupational Standards, making it perfect for teams and business units that want to improve service delivery by boosting the knowledge, skills and motivation of employees.
A Range of Learning Channels
Several learning channels will be made available, removing barriers to learning for any particular business unit, office, function or individual. The three levels of customer service training courses will be available as online courses or face to face at The Daisy Management Centre or at the companies training rooms. We can also offer a blended learning approach to customise content for organisations dealing with particular issues they might have.