Customer Service Strategy

Introduction

• Customer service excellence is your strategic advantage

1. The Importance of Customer Service Strategy

• Define a customer service strategy
• The role of customer service strategy
• Identify customer expectations
• Characteristics of an effective customer service strategy

2. Strategic Planning: Charting a Course

• Introduction to the strategic planning process
• Establish a shared vision
• Shape the customer access strategy

3. Strategic Planning: People, Processes, and Technology

• Build the right skills, knowledge, and leaders
• Implement operational plans and processes
• Establish enabling technologies

4. Strategic Planning: Investments and Innovation

• Make the required investments
• Harness innovation

5. Putting Strategy to Work

• Use strategy to guide decisions and direction
• Gauge the effectiveness of the customer service strategy
• Keep strategy current
• Shape the future