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Full Programme
Everything covered in this programme, so you can confirm it's the right fit before you complete your registration above.
Service quality is often managed through slogans, mystery shopper scores and the occasional training refresher. Yet most of what customers experience is shaped by processes: how enquiries are routed, how quickly cases are resolved, whether staff have the information and authority to fix problems, and how complaints feed back into change. When these processes are weak, organisations pay twice, once in the cost of handling avoidable contacts and again in lost loyalty.
The Operational Excellence in Customer Service & Experience Training Course gives service leaders a disciplined method for finding and removing that waste. It starts with the voice of the customer and the mapping of journeys and service blueprints, so that participants can see where effort, delay and handoffs occur. It then applies lean principles and the DMAIC improvement cycle to real service problems, using root cause tools and simple statistics. Further sessions deal with capacity and workforce planning, service level design, complaint management, standard work and knowledge bases, and the role of self-service and automation. The final day turns to performance dashboards, daily huddles, control plans and the leadership routines that keep improvements in place.
Participants bring a service problem from their own organisation and work on it throughout the week, ending with a project charter, analysis and control plan ready for implementation.
After the five days, participants will be able to:
It is built for people who run or improve service operations, including:
Each delegate goes home with:
Every session links a method to a real service problem. The programme uses:
On completion, participants receive a CPD-accredited Certificate of Completion issued by Vision Reach Global Consultancy. It is awarded for full attendance and for completing the journey mapping, root cause analysis and improvement project exercises across the week.
The project charter and control plan can be shown to managers as evidence of applied learning.