Kaizen Workshop for improved customer service
“Kaizen is the practice of continuous improvement. Kaizen was originally introduced to the West by Masaaki Imai in his book Kaizen: The Key to Japan’s Competitive Success in 1986. Today Kaizen is recognized worldwide as an important pillar of an organization’s long-term competitive strategy.”
This highly personalised and practical workshop is an ideal follow-up for the Brilliant Customer Service workshop.
Customer service staff and managers work together to generate ideas and ways to improve your service approach – standards, systems and skills.
Workshop objectives and learning points include:
- Understand the principles of Kaizen and Continuous improvement and specifically how they relate to customer service, customer experience, customer revenue optimisation, service productivity and client retention.
- Learn more about NPS (Net Promoter Score); what it can tell you, how to interpret effectively and strategies for improvement.
- Get a jump-start on the most important and effective Kaizen principles, models and techniques and gain real-life experience of using them.
- Be able to develop, improve and manage Key Performance Indicators (KPI’s) with front-line and back-room customer service teams.
- How to begin to change and enhance your companies culture to embrace customer values to much greater extent.
- Learn the importance of constant small improvements and ways of generating these ideas.
- Identify ways to improve your customer service skills – both as individual and as team, department or company. The importance of the ‘service mirror’ principle in management style.
- New methods and ways of getting customer feedback and service measures and practical tools to increase customer satisfaction and first-time resolution.
- Learn from case-studies and examples in other companies and situations.
- Further refine and define your customer service values, proposition and key competitive advantages.
- Breakthrough methods to remove and reduce customer service obstacles and barriers; including standards, systems and skills.
The course includes regular discussion, planning and other practical exercises to develop creative ideas and improvements to all aspects of your customer standards, skills and systems.