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CUSTOMER SERVICE EXCELLENCE PROGRAM

Customer service is both a science and an art. Customer service focus is so


important for any organizations survival nowadays that it can no longer be left an
art and this is why customer service has to a science too. The whole program is
geared towards making the science and art of customer service become a culture in
Xavier School. The whole program is a two-pronged approach where it installs
systems and mechanisms in order to systematize customer service and empowers
people with proven front-line skills likewise.
Below is a description of how each day of each of the Phases will unfold:
PHASE 1:
In order to put a framework that will be easy to follow for the participants, the
Service Triangle Model will be explained and discussed. The model explains that for
the organization to be truly customer focused, it must have a service strategy that
is based on what the organization knows about the customer and what is important
to the customer, customer-friendly systems and procedures and people who are
trained to deliver a high level of customer service. Given that, the objectives of
Phase 1 are the following:
1. Agree on a Service Strategy Statement this statement will state how Xavier
School wants to deliver what is important to the customer, how it will
differentiate itself when delivering customer needs and what are the values
that will guide the customer interaction. The slogan can be culled from the
SSS.
2. Customer-friendly Systems and Procedures major customer service cycles
will be identified (customer interactions) and standards along the procedural
and personal dimension will be identified and agreed upon. Since internal
customer service affects service delivery to the customers, service
agreement levels among the departments will also be drawn up.
3. Customer-focused People competencies (skills, attitude, knowledge,
characteristics, personality, etc.) will be identified. These competencies will
then be used as basis for developing the specific skills in Phase 3A.
Another output of Phase 1 will be the mechanics of the Customer Service Excellence
Reward Program. A general and broad strokes mechanics/procedures have already
been developed, hence, the group will simply agree on the specifics (i.e. name of
the award, amount of prizes, timing, etc.)
All of the above will be in preparation for the launch of the program on January 4,
2010. In order to entice people into the program, the Reward Program will be the

focus of the launch. The Service Strategy Statement and the Customer Service
Slogan will be cascaded during this launch.
The consultant and the steering committee will plan how to make the launch more
festive and more enticing.
Phase 2: Launch of Customer Service Program
In the original proposal, the launch will be Phase 3 (after the core Customer Service
team has been trained). It was agreed however, that year 2010 will open with the
launch of the program. The four hour program will be used as the venue to drum up
the program. The Service Strategy Statement and Customer Service Slogan will be
cascaded during this phase. The mechanics of the reward program will likewise be
explained.
In order to empower the employees of Xavier School (to help them become
contenders in the reward program), a brief overview of what it takes (attitude, skills,
etc.) to serve and satisfy the customer will be discussed. The objective of this
phase is for all the employees of Xavier School to have a common understanding of
EXCELLENT CUSTOMER SERIVICE.
Phase 3A and B: Legendary Customer Service Skills
The participants of Phase 3A and 3B will comprise the core team of the program.
They will be tasked to cascade the customer service skills training to all the other
employees of the school. Given this, the participants will be empowered with the
skills (Phase 3A) so that they can become the epitome and role model of Legendary
Customer Service. Phase 3B will empower them with the necessary course
designing skills, facilitation and coaching skills. Phase 3B will likewise discuss with
the participants how they can take the program further by measuring customer
service and how to track and monitor such.
Phase 3A will equip the participants with communication skills when dealing with
the customers on the phone, face-to-face and via email and other written forms.
This phase will also impart skills on how to deal with difficult and angry customers.
As such, role-play will be maximized during this phase as the objective of this phase
is to transfer the skills of legendary customer service.
After Phase 3B, the core participants will have a Training Guide and Trainors Manual
for the Xavier Schools customer service program. A Customer Service
Improvement Plan and Customer Service Monitoring Program will also be drafted.