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Forging the Customer Value Chain
Learning Objectives:
■ Learn the three ways value is created for customers
■ Learn define value for each of the value creation approaches
■ Learn identify internal and external customers
■ Learn how placement in the value chain impacts an employee's ability to serve
■ Learn analyze what customers really want
■ Learn understand and apply the Circles of Service Model
■ Learn discover three levels of differentiation to provide to customers
■ Learn use a "fault tree" to improve service delivery to customers
■ Learn describe the Cycle of Failure and Cycle of Success for Service Excellence
■ Learn apply the RECOVER formula for service recovery
Purpose:
This workshop is designed to help teams understand how to create and maintain a value chain for customers. It helps them understand the different types of value and identify all of the activities that build value for a customer. This workshop helps the participant understand the value chain and clearly identify the inputs throughout the organization that create value for customers.
Audience:
All NPA management and staff at any level of the organization who fulfll a customer service role for either internal or external customers will gain benefcial knowledge from this workshop.
Format:
In this one-day session, participants will gain a deeper understanding of the customer value chain and learn specifc approaches to engage customers with their organizations through a series for experiential exercises, small-group discussion and video vignettes.
Instructor:
A member of the NISH National Offce Services Team facilitates this workshop. The National Offce Services Team provides customer-focused administrative, technical, management and policy support to NPAs. The Services Team also provides training in all functional areas of expertise.
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