Customer Service Excellence | Robert Sullivan | Skillshare
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5 Lessons (1h 3m) View My Notes
    • 1. Chapter 1 Video

      11:45
    • 2. Chapter 2 Video CSE AR Course HB

      18:07
    • 3. Chapter 3 Video HB

      9:13
    • 4. Customer Journey CH4 HB

      11:51
    • 5. Chapter 5 CSE AR HB

      12:18

About This Class

This class covers the Customer Service Excellence standard or framework and in particular the process of annual audits or reviews.  

Taught in a 'Can Do' style and delivered by an expert in the field it really does increase your confidence levels and expertise.

Transcripts

1. Chapter 1 Video: welcome to customer service excellence. Annual reviews by Robert some of it. We should first look at the way learning objectives off this course. By the end of the course, you will be able to explain the requirement for customer service annual reviews. Sometimes knowing US surveillance visits, you will be able to explain what partial compliance is. It is for improvement. Basic it. Practice on compliance. Cost ratings mean you will be able to us the city CSC development courses open to you through this annoying program. You will be aware off. I'm be able to develop it one to prepare for your CSE on your review, and you will be able to explain the various types of evidence that is acceptable to see a seat assessors. You will be aware of the possible elements covered at each CSE annual review. This may depend on the assessment body, and you will be able to explain the broad concept off the customer journey on how that can be used as part of the CSE review process. And finally, but very importantly, we consider your own personal development by being involved in the customer service extras process. You actually are involved in something very important not only to your organization, but to society on the end customer. In order to demonstrate your competence, you should consider how to get this certificated. This offers you a unique personal development opportunity in Chapter one. We'll look quickly at the course there. The introduction on May want to speak about the available learning opportunities available online in relation to customer service excellence. We Then we'll cut the initial assessment on review process. At the end of Chapter one, you should look at DVDs resources available on your online platform. Andi finally take the short quiz, which will tell you your level of competence. So, firstly, let's introduce this course. This course looks at the annual review on surveillance activities related to the CSE standard. This course CSE and views for was on from the essentials of CSE course. That course gives a detailed explanation off the process, and each and every CSE element a very worthwhile course. Indeed, even for the experiment. Imagine listening to a trained assessor going through each element, breaking it into component parts on giving you some idea or some examples off how that mate be evidence in various environments one should have completed the CSE annual Review course . You may wish to look at our acclaimed CSE internal audit. Of course, this course change of the week auditors a trained on helps you calibrate your findings by talking to experience in the field on other people doing the course. The three courses together come in. The bundle on this offers fantastic this kinds available what specific times of the year so we'll cut for the bundle at great offer prices. So what's actually in the course essentials off CSC, which is a first course in the cities of three. It covers the customer service excellence model standard a word. It's background and context. It looks at feely Such a circle, which identifies the they mentions of service quality and how the Cabinet offers boat in this through. Why don't wait research to develop the customer service excellence model? Of course, CSC customer service excellence comes from the Chapter Mart Award, which in turn comes from the citizen's standard. We will work. It is just to give some background and context on look at the women she s C has developed over the years to meeting the changing needs of customers. Really importantly, getting CSE in double quick time efficiently and effectively has never been more important in this era of austerity we give you. Hence Tepes processes, frameworks and models to help get CSE effectively doing this. We cover up the CSC process from start to finish. People get hurt to select what methodology will use well years a smoke team or lodged him to take your organization through a process of understanding the standard on pilling together. Evidence fundamental to all of this is working at the CSC elements or standard. We look at these in extreme detail. As I've said before, we all kept them by breaking their in each element into its constituent parents. On discussing the tapes of evidence that may be available to ensure compliance. You look at her escorting on decision making process works and to do this really in some detail are Terry to school and application. You look at what part so elements are made up off and you will get partial. Compliance is full. Compliance is complies, plus on non compliant scoring. We help you prepare your application on submission. We even look at how you could index it fail at manually put a paper application forward or indeed, use the Internet. Very importantly, of course, is the assessment visit itself. At that point, you're under a great deal of scrutiny, so why not land from the expels at the base? Treat upon your assessment visit and how to get the most out of it for your organization. It's people on the Assessor Post assessment. You probably will have action points to develop. Most applications have some partial compliance things, for example, So how do you take advantage of that? How do you make vicious a partial compliance is, or indeed idiots for improvement? And how do we take that forward to the next? I'm review Essentials of CSE really is an essential course, and it caused a host of resources for you and your team. It shortcuts The ripped to success on is a very effective course. Indeed, after the course you're doing right now, the annual review course problem with the next step is the CSE and tell no ordered course this teacher to the experience level with customer service excellence. It breaks everything down into quite menu detail, but also look strategically that why your organization should continue with customer service excellence. It looks at how CSC helps religious costs helps you just feel nervous, helps you just complains. And her. It is actually very cost effective way off managing your organization. But why do this? Because it gives you a real understanding of what is required, the scoring system and much more. It's a luxury to report yourself those very expensive external CSE consultants. It gives your organization on Intel no resource for annual reviews and also for new CSE applications that me come from other parts of your organization. There's a fantastic resource for consultants who wished you had customer service. Ex wants to their portfolio to help companies on their customers. So what's about this course? The customer service excellence? I'm review course. We will work quickly at the CSC process, focusing on annual reviews on surveillance visits on your kids, steps to success, how to get the best out off your view. We help you to prefer for your angle review to make it effective and efficient. We don't get what is covered within, and I'm a review or show feelings. Visit Andi in great demand deception. We will cut the customer journey concept. What do we mean by the customer journey and what is required off CSE holders when talking about their customer journeys, be able to get higher. It is used in customer service excellence and how it is a very organic and natural way to look at collecting evidence on demonstrating customer service. And again, you will cut your personal development journey. We'll look at how you can move forward in your success story. We all get how you can build on the courses you have completed in your experience of customer service excellence on Jesus to drive forward your period. So the initial assessment and review proof sense, of course to think to remember, is that there are a number off assessment bodies, and some of these have different ways of operating but still get to the Siemian objector. Remember, the CSE certificates last for three years on. During the three year period, organizations or assessment bodies cario surveillance activities. After the initial CSE assessment that will cover everything in depth. There are Siri's off annual review or civilians visits or activities until re certification will happen again in three years. So let's keep the some pop lectures and example, imagine your organization was successful and achieving Customs Service excellence in 2016. That certificate expires in three years. That is 2019 normally. However, in intervening period in 2017 2018 there will be some form off surveillance activity or on review. This normally takes the forum off a visit to your organization. What is covered to me differ on the way in which it is covered. May also differ in 2019. In this case, three years after the original certificate position, there is a re certification visit. If you are successful at that visit, a new CSE certificate is developed again, lasting for three years. But do remember that each assessment body will do things a little differently. This'll courses still useful no matter which assessment body you're using. However, to some extent it does focus on this system using customer journeys as part off the annual review process. You should know what to quiz on other materials in Chapter one. After completing the quiz, which will give you an idea off your competence in the content off this chapter, you should move on to the next chapter good learning, and they hope you enjoy the course 2. Chapter 2 Video CSE AR Course HB: welcome to Chapter two in the customer Service Excellence annual Review course in Chapter to work a bit more at the anger of you. Importantly, looking at the types off CSE Evidence on this, of course, is just for for initial applicants as well as ongoing CSE holders using the last CSE report as a vehicle to prepare for your next assessment. I'm looking at the different tapes of Compliance Is. So how do you prepare for your annual CSE review? Each assessment body has slightly different ways, often shooting that's whenever possible. Award holders actually intend standards ough CSE over the three year period in which they hold their certificate. However, this normal involves a complete or partial review off CSE elements. Andi, reviewing any partial compliant, sees it is for improvement. Good to base practice on compliance costs. Scores from the previous visit on, Of course, their report. Okay, so just give you a moment to look over those points. Okay, so what are the steps to success in the CSC annual review, or sometimes called E sir Villains review. I guess one of the top things is not to leave it till the last minute. It can be tempting to leave it Teoh Week or so before the review, but that's simply leads to one. Ought to work to what sub stress on three. Not getting the best from the actual CSC process itself. You know, there was CSE isn't something that should be done a week to three weeks before the review or are re certification, but should be hell within thing and should be part of what we're actually doing. An Audi TT business on for the majority off good CSE holders that isn't it. The case, however, what you have to do is your view if we are working toe watch. Any partial compliance is that the assessor identified at the last visit be to reflect back on any idiots for improvements which are effectively suggestions meat by an assessor looking at good on best practices that were identified on how we progressed or otherwise those on, of course, very importantly, if we were seeing as being compliant Poisson any appearance at the harsh report or visit how we progress them on of the still relevant, it is, of course a great idea. Just after the previous assessment visit on report to develop a CSE action point, and what I mean by that to simply to look at any partial compliance is it is for improvements. Give the rest practice on complaints. Posses, perhaps place them into a table where we they and annotate actions that are required either to reduced or withdraw compassion. Compliance is perhaps take positive action on idiots for improvement on for maintaining and building upon. Both get practice on complaints. Prosise so should get time skills against doors on to review the action plan regularly. And I guess that's what the majority off very good CSE holders actually do or don't ongoing basis. And that's important if you use the report, which I suggest you do. If you go back to look at the last CSE report, make sure you don't just look at the issues identified in their port. The report, after all, is a macrocosm off the CSE elements. Its tendency is to look at idiots where you can prove that's either through partial compliance, ease or areas for improvement or anti talk areas. You're doing very well in those areas where you're doing well and simply meeting the standard do not pose feature In some reports, so it's important yesterday. Focus in on the report to be reminded that there are other CSE Ellen's that are there on, perhaps should revisit it. So essentially, to recap, a really good way to prepare for your CSE assessment or surveillance visit is to look back at the CSE report. Think about how you can evidence that you have made any requirements. So that made me as I said, any partial compliance ease or indeed it is for pregnant. Then take a look at the positives of that report would be the good or best practices on the compliance policies and simply do the same. Either update These bringing new evidence suggests newish areas that may be good practice or complaints posses and that it wants prepare well as to see if you feel two point you plan to feel I give you a few moments. Just look over that slight. Okay, let's move on. Okay, so we talked earlier about tapes off CSE evidence at Wells. This is really important to people doing their initial CSE application. It's always get to remain people at annual reviews on surveillance visits. To that, there are alternative ways off producing evidence Typically, I guess we have been somewhat bogged down by looking at written evidence such as policies, procedures, what constructions positive, thank you messages. Complaint compliments suffered his hopes on So one on. I have to see that it's still very useful information. But it should not be the only tape of information that you provide that our horse of other tapes on perhaps recapture the mean parts in the rest of the slight. I think increasingly, Elektronik data and information is becoming more prevalent on off course that being kiss produces excellent examples off CSE evidence. If you think about it, lots of organizations know how. What was previously on brochures and leaflets, etcetera, No on their websites. So websites themselves could be really useful evidence on you should look at the website just to check that it is up to date on that evidence on there isn't fight to get well why social media channels such as Facebook, Twitter, etcetera are becoming increasingly used by CSC holders. And that's not something. I think we're just in your future. So things like Twitter feats Facebook feeds Facebook. Why videos? How the organization actually monitors on interact with customers via electronic and social media are excellent examples for CSC assessors. Count simply Big 82 looking doors off ST or perhaps demonstrating by showing the assessor what you've been doing over the previous year. Maybe a excellently off using electronic evidence. Photographs are somewhat overweight on again, particularly useful for before and after scenarios. So if, for example, you are working any skill on your in pointed new technology, such as more computers, smart boards or whatever, perhaps you can actually photograph the while or the question prior to the improvements on then afterwards. Likewise, with things like notice boards, focus groups which are happening, staff development, these and so on can be useful to take photographs or indeed, video off these events for for other reasons, perhaps, for your Facebook channels exception, but these to provide excellent evidence for assessors. I think really what I'm seeing is that if you have evidence that has been produced for other reasons, such as your Facebook, peach or stuff development, these etcetera, it's excellent to utilize that CSE Evidence, also or no evidence is simply when the USSR has a chance to speak to someone and remember, it can be by telephone sometimes our biggest customers or stakeholders are difficult to reach out to for assessments or review is it's simply because of geography at the time it would take to travel to meetings and perhaps a schedule off that customer or stakeholder. I think what's really important is that we give people the opportunity to speak to assessors. Therefore, sometimes tell foreign scape Exanta can be useful. No, no, Yes, yes. A secure notion. Speak to staff customers, partners and other stakeholders during any review or surveillance visit. Pretty much like CSE. Initial assessments. Many organizations will invade people along to a CSE Review lunch, which tends to get people to come along. But equally, the assessor can speak to staff customers when watching the stuff in directing with, um on partners. Also during the assessment or review visits. One that something's over whipped is observation on assessors. Do observe things are shooting assessments on review visits, particularly some assessors may take the opportunity to worsen into phone calls. For example, any contact center the me set on take part or not take part but observe in customer interview situations or indeed, images simply watch on an ad hoc pieces. The interaction between see customers arriving a section on their receptionist. You can also, of course, point ourselves those two things by re of observation. So where, for example, you was too short. You technology how exceptionally clean your officers exception. It's a good thing to point Noser, to their sense, are perhaps shooting each year off the facilities. So in essence, evidence can take any form. I guess what I'm finding and what just played a positive move is that is our greater emphasis toe work. Not creating evidence, but using written forums, electronic media photographs of so on, that actually already exists. But another purpose. Okay, so I never take a quick look again that there last assessment visit on bury Some thought she may have hard that that or not, you have taken on the CSE report itself. The obvious place, I guess to start, is to look a partial compliance. Things from your previous assessment on you will have those in your last CSE report on DJ mate of comm. Paled in action point on there Saw the ship Bulus seat in the action point. Okay, Some assessment board. These will also send people worked out in advance of surveillance visits or reviews on the also made most partial compliance is on issues to be worked out during this assessment. Okay, so let's think about it. Partial compliance is for each partial compliance. I would personally like to see if you have adjusted at all. If you have addressed that partially all you have cleared it. Philly and all of those instances. Certainly if you're partially addressed that or Philly address the partial compliance. I would look to produce evidence of some sort to demonstrate to the assessor. It has been action again, the heading back to the previous slaves. Some play evidence can be invidious four months. I guess the evidence will depend largely on the nature off the partial compliance. You should present this evidence to the assessor and often at a surveillance visit or annual review that happens on ST or Lady of the Visit. And again, remember, evidence does take different forms. So, simplistically speaking, look at last report. Look at the partial compliance ease, lest what you've done for each of those compliance is on parade evidence off what you did and ideally, the benefits that have come from you doing that I watched the possessors will have identifying areas for improvement at their last time, your review or the certification visit. They will have spoken to you about them at causing meeting. You may have notes or not from the causing meeting or journey assessment, but importantly, he should be aligned. NVR CSE report, simply very similar to partial compliance, is simply will report on identify the eighties for improvement. I would then go through each area for improvement on, determine if we have actually taken any action or not easier for improvement. If you have again, if you can damaged it. That, or sure before enoughto scenarios, I really have feedback about the value off implementing that area. For suggestion. Do so Collect the evidence on present to the assessor Silverado it to the partial compliance is most assessment. Bodies would be happy to take that evidence at the actual surveillance or you'll review visit. Remember, In the case of it, he's been pregnant, though that this is not a requirement toe action. They are simply the CSC SSL thoughts or views on hope. Perhaps you could continuously improve. However, I think it's fair to say that the most successful CSE holders tells that perhaps some of the greatest added value from CSC is the welling from others, which often comes from the views off assessors who have the privilege of visiting numinous organizations. We clay and therefore are on the bow In terms of liters practice, I can make positive suggestions for improvement. Okay, this they becomes cuts a little repetitive. The Assessor Me, Harvey areas for good, Best practice identified on. There's nothing rocket science about this again. All I would suggest is that you'll get good practice elements that have been recorded and you want to see if they are still in existence if they're still in existence, perhaps pervade evidence or updates that you're continuing to do with ever get orbits practice wars. If you have strengthened that good a base practice or up DT that it is critical. Important. You tell the assessor about this on. Do you provide evidence off what I have done on the possible impact? Remember what was good practice on best practice last year may not be any more simply, other organizations may have caught up or there may have been changes in legislation or the environment in which you work in which the database practice of last year is no longer get our best practice. It is important also therefore, for you to think in advance of the annual review visit. If you believe there are other elements off or base practice, you can speak to the assessor about it. Compliance. Push three Things Assesses may have identified complaints part Syria's on F so will have recorded that in the last CSE report. These, of course, are areas where the assessor believed that you were demonstrating that you're above and beyond the requirements off the customer service. It's on standard so well done. These are areas where your good work could also usefully be coffee benchmarked on just successfully by other services. I think doing so benefit their customer service. It is a great idea till it to update components posses before the assessor, visit shoes on their own, review or produce evidence. If these are still good examples of compliance policies, so in very is very similar to the partial compliance ease on areas for improvement on get her best practice. At a simple case of looking at the CSE report on trying to update the components bosses remember, As with based practice, things do change. So the number and tape of compliance poetry things can change over time. Andi, over each review or re certification visit as before. Why you don't Do you think in advance if there are any elements off the CSE standard that you think applicable as compliance plus three things. You may have done exceptional work on some area in the last year. Remember to highlight not to this Esser back it up with evidence of doing it and ideally, with feedback on the added value to your customers off the actions you have taken. 3. Chapter 3 Video HB: welcome to Chapter three of the course and this course we look at what is covered in an angle here. The elements that the core, these are ones that to cover each and every year psycho elements that they're covered at least once. And the three year chef certification period on customer journeys in terms of which elements may be covered during ecosystem journey. Just a manger that he Slater available in the course Syria and therefore you do not need to take comprehensive North's. So what will be covered and put CFC elements at a sets that I knew reviews or surveillance visits. What happens each and every year were really depending on your CSE assessment body. But the assessment bodies and assessors will be able to provide you with Gaitan's and this course we'll review. True says we're only a proportion of elements are what that each year in detail and protect will be focused on the system currently used by SGS UK. In this process over the CIA, peed o elements are tied at least ones on very often more. But not all elements are really tired each year. At present, this is used off, facilitated by looking at the elements and several ways. Normally, the CSC assessor will get in touch with you or send you some paperwork that will tell me the tapes of ailments that will be assessed during this review. There's absolutely no requirement for you to complete a complaints self assessment, form a court and attach any evidence. But please. And surely Assessor is able to review evidence or needy by seeing activity in practice or by your showing them paper evidence. So the evidence that the so aunt will probably be a mixture of different tapes of elements undoubtedly the accessible would put evidence for those elements that reviewed each end of the year the annual elements and elements that are not buy cheap reviewed as a result of the customer journey Visa called Saeko elements. This said complicated, but it is actually very simple, and we hope to explain these in the following parts of the course again, just a reminder that the detail that you're speaking off here this is using the annual review process with the assessment body issues in customer journey mapping on the role Incessant Kruse's This is currently not the kids for all a set of bodies on before, Cause here on the messages by yesterday s UK, we will detail the elements and the falling explains. The elements or nous late are viewed each and every year in other words annually. So every time the assessor visit you, they will work at these elements. So it is a good idea to give thought ahead of time as to how evil damage state your meeting . These almonds perhaps gather together from evidence and in evidence, park on door, ready to show the assessor of some evidence, or let them see evidence off this happening during the same visit again you don't need to copy. These slaves are included in the course. Remember, We also said that some elements are reviewed ones, or at least ones during three years ago. These elements are not looked at each and every year, but some of them will be the West trying me this simple. Over the three year period, the assessor minister says, Oh, CSE elements. But that was over the period. They did not look at each element each and every year. So let's translate that day in toothy component parts. One. There are some elements that we look at each and every year. We have already looked up those in previous lines to there are some elements that the specific little cat, at least ones during the Saco. In other words, it of some elements that we have noted that people would have specifically during the 30 years they competed. And thirdly, there are elements that will just that eyes naturally as a result of us looking at parts of the customer journeys that you, as award holders identify. Perhaps an easier way to think about this is that if they say some books of the elements each and every year, Andi, some elements drop hurt off your customer journeys. That just means that their say so over the three year period has to fell in any gaps by specifically identifying elements that have not been covered on looking for those over the period. Do you know? What about this one? It is simple to it is actually not your issue. The assessable identifying her things are going. What elements have not been coverage eight and what needs to be covered. These wings are caught Saeko elements again. You don't necessarily need to worry about this These are just the elements, Assessor will. We can't at this one's over the three year period. Often assessors will be in touch before they come along for the review and carry which specific numbers they will look at that review. Remember, however, that it is likely that some of these may come forward as part of customer Johnny's. But others you know it. An example of that would be to look at one point to Point C. We regularly review strategies and opportunities for consulting and engaging with customers to ensure that the messages are effective, reliable and representative. So 1.2 point three it probably is unlikely that they're looking at a customer. Johnny, this element will naturally pop up. This is more about what we do behind the scenes and developing our consultation on engagement strategy, and therefore it is no white coat to come forward during ecosystem are John May, the assessor her are still has to look at that on O other elements. At least ones. Perhaps you should just think of the Saco elements as a tech west to make sure the SS that does cover those elements that mean no come forward as part of the customer journey again. If you look at 30 feet to, for example, we evaluate how customers interact with the organization through access channels on. We use this information to identify possible service improvement on offer. Better choice if you think about that one. Also, it is very unlikely that that will come from simply looking at the customer. Johnny. It is very much for the organization analyzing the way in which customers interact with them. As a result, it is probably right and proper that it appears as a safety element. They assess and Mr Check that at least one student we appear. Did they have checked that you're doing this? Probably a good example. In this late this 5.3 point three it is very, um, we could. It is part for customer journey. We will look at the way image of performance in relations to service standards compared with performance off other similar organizations. As such, it hasta buring datasets of checklists so that they will put it at least once during the three years April 4. Customer Journey CH4 HB: welcome to the customer. Generally concept contentious in customer service. Excellent. In this short section, we'll cut customer journeys imperatives used in the customer service excellence process. Please remember that all assessment bodies use different processes. This one in particular, is issues that present by s years United Kingdom Unlimited. So let's look a little bit more about customer journeys. As I said, customer journey process issues by different organizations as she s U K LTD. You CSE assessing body uses a process that in courts customer Johnny's in all but initial CSE applications, the CSC holder will have identified a number off customer journeys in advance. Andi then have identified a number of steps within journeys. These are usually arrange sex steps, but the number of overly dependent on the length and complexity off the customer journey chose him. At each review. The assessable select degree customer journeys with CSE holder. The number of customer journeys that an assessor can we can't during a review will partly depend on the complexity of the journeys on the course of time available on saved by the assessor. That number typically poured in from a bit to tell about five. The customer journeys of enfold body. The incense are during the annual review visit. You will speak with her about what we mean by forward by the sensor. Throughout these journeys, evidence will be identified on recorded by the assessor and marched to the CSE elements. In other words, we look at the John Lee on directly forward by the customer. Rather than look to see coat elements of the CSE standard two C s, he stands at the elements followed off looking up to the shining. This is therefore naturally occurring evidence. Andre Case Aren't your customer journeys which crossed caught across all five CS secretive . So what is a customer journey? In the context of customer service excellence on New Year's, it's actually quite simplistic concept and easy to understand hundreds. It's simple to what steps customer takes on your access in part off your service, you simply lost six point maximum off that customer journey. When and if selected by the assessor. Sso asked more about that customer Germany, during the assessment review visit and for what this falling will, either by physically by doing the journey during the journey in theory or paper or a mix of both for example, the assessor at the swimming pool meal. Get the ways in which someone could buy a ticket simply by pretending to be a customer on going through the process of ticket purchase. This generates all sorts of evidence. The assessor matches this evidence to the CSE elements on, combined with the mandatory annual elements and cycle insured oil. So times over a three year period. If at the end of this year there are gaps were elements have not been addressed. These condemn be addressed by the assessor the assessor will have ever manages threat. If you're let's look at some examples customer journeys because this normally makes things a little easier you're I go to receive before I'm looking something like this. As you can see, the Forum is fairly self explanatory, and it taught me simply in picture organization's name understanding changes. Since the last assessment, we'll get some examples off this in the coming site, moving on to the main part off the forum. You will see that in the first calm realist customer journeys, then in its second shell us the key points as they say this is not normally more than six bullet points and the fatal Colby lost any changes to the journey over the past 12 months. This can be blanked. But if they're happy changes it couldn't could things like moving Teoh online payments developing the website and so on. So he doesn't example feeling at the forum, but also showing you what we mean by customer Savage journeys and this concept Turness this example. I've used the high school simply because most of us have experienced off secondary or high skills. As you can see, the organization is simply completed by the name of the high school. Then organizational changes are completed. In this case, the school was seen its head teacher retire but has not been replaced And the deputy is acting as head teacher. If you go to the main part of the form there you look at where the customer was the journey on. Then look at key points in that journey. Okay, so the first aim journey is the complainant journey off the complaint journey So this would look at high customer in this instance could go about making a complaint. You will see that the very first point this customer has put forward is that they have to fight to the complete process on then it's organization. The complaints process is on either the Internet or forms from reception desk. So the first point is simply the customer looked at the complete process on the Web or collects the complete for him from reception. Having been nous and completed their complaint, the customer posts in the complaint to the customer service point. The complaint is in recorded by the Customs seven point and sent to the appropriate manager . After that, the manager was responding to the person making the complaint within five days. My five days said Play. This is what the procedure sayings. If the complete, however, is complicated the manageable advice custom service team and send a letter or email to the customer advising that the complaint is complicated and then forming, they will get back to them no longer than 20 days again. 20 days is the number that is in the complaints process the manageable, then deal with complete and send the letter to the complainant after any investigation on decision has been made. If they completed dissatisfying that is it into proof sense f forever, they're not satisfied. The completed kind, complete to the public service ombudsman. That you can see this is a fairly simplistic process. Although even the other have gone over the sex points, this does not really matter. Sepsis, simply big, ailing Perhaps a more complicated journey is a transition from primary to high school, and they dropped Intend to go through every single stamp? But as you can see here, it looks at the way in which the hind skill interacts with Primary six and seven classes. This is the help ensure that when people from Primary seven transition to the high skill, the journey for them is smoother. In this case, the high school has picked some bullet points of key areas were the interact with both primary sex and plainly seven peoples. So when you say so is on the same visit, they can, of course, do simple things, such as ask for any evaluations at the high school. Hires off P six and p seven visits, perhaps satisfaction Savvis. They can talk to play many hate teachers about what their thoughts on the transition peed ISS. They could talk to existing s one that year, one of timescale peoples and ask them how they felt about the transition. They will, after all, public Speedy's Playmate of Sex on a plane, the seven in the recent past. I'm able to comment on her customer focused the transition period. Waas. You know, this is simply this doctor point where the assessor can get the customer to talk through all of the parts in the process and then verify that perhaps by talking to staff or the end customer, you will see their for. There is probably a mix of actually walking the talk and finding out what actually happens to a customer, but also interrogating people work as before. The process is proven popular as it generates last P assessment work for most of the end customers. So how do you get prepared for customer service Exxon as part off the Customs Service? Eight. Sunset here journey. Actually, it is good to green Storm and identify as many customer journeys as possible. I agree the customer judged to be audited with you see a CSS our auditor. It is highly probable that you will have identify the significant number of customer journeys, but this the pains and complexity off your organization going back to the high school example. It is like where they will be numinous customer journeys, perhaps a transition from primary to high school, the position from your 1222233 to 4. And so on. The transition from middle school to high skill the leaving journey when people move on to college or university could all be examples off journeys with any high skilled Mike Y and a residential home. For older people, there may actually be some fewer journeys, perhaps the admissions process when people join the residential home, the dimension process if you leave the residential home to go home or indeed the end of the crew, says when perhaps they possibly you will see the even within, such as an order for whom there could be other journeys. Such is taking part in an activity going away on Holiday 43. And so it is good to tell a cat journey and perhaps map it any simple We. Then you can collect the evidence, perhaps for each off those bullet points teaches and organize the customer from the evidence to help your assessor. What is important, however, is that this is not purely people exercise. The customer journey is intended that before the customer on getting that Johnny, we will see what's of evidence. Perhaps you will see information people interact with staff and see the way in which they interact public. You actually perhaps do the journey and identify what's officious in doing so. In other words, evidence should be genetically on organically pervaded rather than created by anyone in advance necessarily. 5. Chapter 5 CSE AR HB: welcome to jump to find and Chapter five be considering it or in personal development and don't get how to develop your knowledge, how to have seen certification and further development in areas of customer service, quality management consultancy, Andi management and leadership. I haven't taken this course and being involved in customer service excellence. I think you really have to understand you have an invaluable are sent on knowledge, understanding, service quality and total quality. Management is a good asset and all tapes of organizations today from the public sector, the private sector on and then the voluntary sector. Each of our courses has a CPD certificate to prove that you have the knowledge and you should print their sides under tenant and your personal development fan. You'll remember to give a copy to your line manager. In terms of customer service excellence development, we have developed a three part a bundle, of course, she's and certificates which was a comprehensive knowledge and understanding off all things ability to customer service excellence. Passing all three gives you three certificates one for each individual module on the CSE Black belt certificate that indicates you have a fellow understanding off everything to do with customer service. Exxon's really importantly, the three point bundle is that the significant religious cost from purchasing all three courses individually, The three pack contains one the essentials off CSC course. This course gives a fantastically detailed explanation off the processes and each and every CSC element worthwhile even for those expert and CSE in particular. This course goes through every element, breaks it down into parts of elements and tells you some examples off the tapes of evidence that may work for each element. This is ideal for those new to CSE or those who are working if it perhaps just every year. The CSC in 10 orders, of course, is an advanced course for all of you. This course change in the way that orders are trained and change it to look in detail at each of the elements and gives you more detailed information on the tapes of evidence that could be put forward. Importantly, it looks at escorting in detail that helps you carpet just going to make sure you're not way off when you think something is really complained. Button assess and you know it. Of course, this course that you have just completed the customer service. Exxon's annual review course is an integral part curiosity part course and gives you details of the ongoing CSE journey. One should have been successful. We hope that you have enjoyed this course and have learned a lot from it. But look forward to your father Development Island areas of CSE, where you recommend that if you have not already done it, you should take the essentials off CSE course on, then progress to CSE internal order to court. What's more, we would recommend you buy the £3 because it offers incredible value for money on the end result is that you have the CSE Black Belt certificate. This indicates to your current on perhaps future employers. You're an expert in all things customer service exons. So, having looked at this course in particular, what should you able be able to do? Know you should be able to explain the requirement for CSC on your reviews. You know, for example, that each and every assessment body must conduct some tape off annual review or surveillance present, he wrote. BEOM To explain the differences between partial compliance is areas for improvement based on good practice on compliance parts. You will be able to us three CSE development courses open to you through this program online. You will be a runoff on will be able to develop my plan to prepare for your CSE if you taking account of previous partial compliance is good practice compliance ports and areas for improvement, you will be able to explain the various types of evidence that is acceptable to see a sea assessors. Remember that it is not all of it. People aren't. Sometimes issues such as observation are actually better ways of showing your CSE assessor . You meet the elements. You will be aware of the possible elements that are covered at CSC annual reviews or surveillance visits dependent on your assessment body. You will be able to explain the broad concept off the customer journey and how it can be used as part of the CSE interview process. And finally, and very importantly, you will remember to consider your own personal development being part of the customer service excellence team in your organization, or have driven forward it in terms of being a consultant. You have to cash in if you like on your expertise and knowledge there are not that many people out there with customer service takes on knowledge that are very, very feud with customer service excellence training. So make sure you take full advantage of the knowledge, skills and experience that you have developed as part of your CSE. Johnny finally, congratulations on completing this course, which will help you and your organization or others get the very best from customer service excellence. Congratulations on completing this course on the saving to complete other courses in the CDs to help you don't pair from development on most of all, congratulations. By doing wrong of the above, you're contributing to a better, more efficient service to delight your customers. For all of that, we would like to thank you. Welcome to Chapter Fine and Chapter five. Be considering it or in personal development. And don't get how to develop your knowledge, how to have seen certification and further development in the areas of customer service quality management consultancy, Andi, management and leadership. Having taking this course and being involved in customer service, Exxon's I think you really have to understand you have an invaluable are sent and knowledge understanding, service quality and talk to Paul to management is a good asset and all tapes of organizations today from the public sector, the private sector, Andi in the voluntary sector, each of our courses has a CPD certificate to prove that you have the knowledge and you should print their sides under tenant and your personal development fail. Remember to give a copy to your line manager In terms of customer service excellence development, we have developed a three pack bundle, of course she's and certificates which was a comprehensive knowledge and understanding off all things ability to customer service excellence. Passing all three gives you three certificates one for each individual module on the CSE Black Belt certificate that indicates you have a fellow understanding off everything to do with customer service. Exxon's really importantly, the £3 bundle is that the significant religious cost When purchasing all three courses individually, the three pack contains one the essentials off CSC course. This course gives a fantastically detailed explanation off the processes and each and every CSC element worthwhile even for those expert and CSE in particular. This course goes through every element, breaks it down into parts of elements that tells you some examples off the tapes of evidence that may work for each element. This is ideal for those new to CSE or those who are working with it, perhaps just every year. The CSC in 10 orders, of course, is an advanced course for all of you. This course change in the way that orders are trained and change it to look in detail at each of the elements and gives you more detailed information on the tapes of evidence that could be put forward. Importantly, it looks at escorting in detail. That helps you carpet just going to make sure you're not way off when you think something is really complained. But in assessing me know it, of course, this course that you have just completed the customer service. Exxon's annual review course is an integral part history part course and gives you details of the ongoing CSE journey. One should have been successful. We hope that you have enjoyed this course and have Wendell what from it. But look forward to your father Development Island areas of CSE, where you'd recommend that if you have not already done it, you should take the essentials off CSC course on, then progress to CSE Internal audit A course. What's more, we reject you meant by a £3 because it offers incredible value for money on the end result is that you have a CSE black Belt certificate. This indicates to your current on perhaps future employers. You're an expert in all things customer service excellence. So, having looked at this course in particular, what should you able be able to do? Know you should be able to explain the requirement for CSE annual reviews. You know, for example, that each and every assessment body must conduct some tape off annual review or surveillance present. He will be able to explain the differences between partial compliance is areas for improvement. Best target practice on compliance parts. You will be able to us three CSE development courses open to you through this program on my you will be a runoff and will be able to bail out my plan to prepare for your CSE. If you taking account of previous partial compliance is good practice compliance ports and areas for improvement, you will be able to explain the various types of evidence that is acceptable to see a sea assessors. Remember that it is not all of it. People aren't Sometimes. Issues such as observation are actually better views of shooting in CSE Assessor, you meet the elements. You will be aware of the possible elements that are covered at CSC annual reviews or surveillance visits dependent on your assessment body. You will be able to explain the broad concept off the customer journey and how it can be used as part of the CSE interview process. And finally, and very importantly, you will remember to consider your own personal development being part of the customer service excellence team in your organization, or have driven forward it in terms of being a consulted. You have to cash in, if you like on your expertise and knowledge. There are not that many people out there with customer service eights on knowledge that are very, very feud with customer service excellence training, so make sure you take full advantage of the knowledge, skills and experience that you have developed as part of your CSE. Johnny finally, congratulations on completing this course, which will help you and your organization or others get the very best from customer service excellence. Congratulations on completing this course on the saving to complete other courses in the CDs to help you don't pair from development on most of all, congratulations. By doing all of the above, you're contributing to a better, more efficient service to the late your customers. For all of that, we would like to thank you.