Customer 1st International, as subject matter experts in customer service, develop high quality resources for organisations. Books, E-Books and E-Work Books and accredited, tutor-led, on-line awards for Customer Service Professionals and Customer Service Managers. We customise learning materials for all types of organisations.

1. delivering the service
strategy to customers
www.customer1st.co.uk

2. delivering the service
strategy to customers
www.customer1st.co.uk
Achieving Customer Focus throughout your Organisation
Slide Notes

3. delivering the service
strategy to customers
www.customer1st.co.uk
World Class Service Excellence
creates Customer Loyalty ..
.. essential in order to build long-term
relationships with your customers
Customer Loyalty
Slide Notes

4. delivering the service
strategy to customers
www.customer1st.co.uk
Global Competition Rising Customer Expectations
Customers are becoming more demanding
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5. delivering the service
strategy to customers
www.customer1st.co.uk
Customer Focus
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6. delivering the service
strategy to customers
www.customer1st.co.uk
• Deliver the promise
• Go the extra mile
• Provide the personal touch
• Resolve problems well
• Keep processes simple for customers
World Class Service Excellence
Slide Notes

7. delivering the service
strategy to customers
www.customer1st.co.uk
 How do we achieve
Customer Focus?
Customer Focus
Slide Notes

8. delivering the service
strategy to customers
www.customer1st.co.uk
Customers’ expectations and needs are met
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9. delivering the service
strategy to customers
www.customer1st.co.uk
COMMUNICATION CHANNELS
PUBLICITY MATERIALS
FACE-TO-FACE
WORD OF MOUTH
TELEPHONE
EMAIL
WEBSITE
CUSTOMER EXPERIENCE
TIME
Customers’ experiences are positive at every
touch-point
Slide Notes

10. delivering the service
strategy to customers
www.customer1st.co.uk
Touch-Point
Touch-Point
Touch-Point Touch-Point
Touch-Point
Touch-Point
Touch-Point
Touch-Point
Touch-Point
Touch-Point
Touch-Point
Touch-Point Touch-Point Touch-Point
Touch-Point Touch-Point
COMMUNICATION CHANNELS
PUBLICITY MATERIALS
FACE-TO-FACE
WORD OF MOUTH
TELEPHONE
EMAIL
WEBSITE
CUSTOMER EXPERIENCE
TIME
Customers’ experiences are positive at every
touch-point
Slide Notes

11. delivering the service
strategy to customers
www.customer1st.co.uk
Customers receive the very highest levels of service
Slide Notes

12. delivering the service
strategy to customers
www.customer1st.co.uk
Employees are capable, customer-conscious,
emotionally intelligent and motivated
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13. delivering the service
strategy to customers
www.customer1st.co.uk
Emotional Content is included in Service Transactions
Slide Notes

14. delivering the service
strategy to customers
www.customer1st.co.uk
 Designed to be
simple for the
customer
Customer Focused Processes
Slide Notes

15. delivering the service
strategy to customers
www.customer1st.co.uk
The organisation is innovative..
systematically reviewing, refining and
refreshing the service offer to its customers
Innovation and Continuous Improvement
Slide Notes

16. delivering the service
strategy to customers
www.customer1st.co.uk
 Be different!
Innovation and Continuous Improvement
Slide Notes

17. delivering the service
strategy to customers
www.customer1st.co.uk
 What about B2B
customer
relationships?
CUSTOMER RELATIONSHIP MANAGEMENT
Business
Business Business
Business
SUPPLY CHAIN MANAGEMENT
Business-to-Business
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18. delivering the service
strategy to customers
www.customer1st.co.uk
You understand your B2B customers’ business
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19. delivering the service
strategy to customers
www.customer1st.co.uk
Your B2B customers’ objectives become your objectives
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20. delivering the service
strategy to customers
www.customer1st.co.uk
STRATEGY
STRATEGY
PEOPLE
PEOPLE STUCTURE
STUCTURE
REWARDS
REWARDS PROCESSES
PROCESSES
Build your Customer Service Excellence Framework
Slide Notes

21. delivering the service
strategy to customers
www.customer1st.co.uk
 Our range of
Learning solutions ..

22. delivering the service
strategy to customers
www.customer1st.co.uk
AWARD FOR CUSTOMER
SERVICE PROFESSIONALS 
AWARD FOR CUSTOMER
SERVICE MANAGERS 
 Quality Assured and
Awarding Body
accredited
Online Customer Service Awards
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23. delivering the service
strategy to customers
www.customer1st.co.uk
 E-Book versions
available
Best Practice Guides
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24. delivering the service
strategy to customers
www.customer1st.co.uk
Best Practice E-Workbook
for Customer Service
Managers
Available September
2009
Best Practice E-Workbooks
Slide Notes

25. delivering the service
strategy to customers
www.customer1st.co.uk
Customer Service Foundations Customer Service Management
• The Power of Highly Motivated People
• Introduction to the Customer
• Delivering Service Excellence through your
Service Framework
Team
• Building and Maintaining
• Exemplary Service - The Strategic
Outstanding Customer
Competitive Weapon
Relationships
• Understanding and Responding to
Customers’ Needs Customer Service Strategy
• Customer Centric Processes • World Class Service Excellence and how to
• The Customer Service Professional Achieve it
• Living the Values – the Customer • Creating a Customer Focused Culture
Service mindset • Implementing your Customer Service Strategy
Bespoke Learning Programmes – Customised to your
Organisational Requirements
Slide Notes

26. delivering the service
strategy to customers
www.customer1st.co.uk
• Unilever • GoSkills
• Accenture • Institute of Customer Service
• British American Tobacco (UK)
• BT • National Institute of Service
• VisitBritain Excellence (Barbados)
• HRINDEXX (Nigeria) • Central Bank of Kenya
• Customer 1st Caribbean • Association of Business
• CS Consulting (Kenya) Practitioners (UK)
Some of Customer 1st International’s Clients

27. delivering the service
strategy to customers
www.customer1st.co.uk
“Enjoyed my first e-learning course tremendously. “This course exceeded my expectations. I enjoyed
Very well-designed with lots of useful, practical the interaction with other participants - I
exercises that provoke thinking and application on definitely recommend the Award for Customer
the job.” Service Managers. No matter how much you think
you know there are always gems of information
and advice from other participants and the online
“The main benefits came from the interaction & tutor. The sharing of best practice was awesome
exchange of ideas with managers from a range of and made you think about how to improve your
world wide companies. Hearing their ideas for own interaction with customers.”
customer service delivery and gaining immediate
feedback on your own suggestions is an excellent
way to identify improvements. I also enjoyed the
“Yes, I would recommend it. Ease of use, well-
opportunity to benchmark against other customer
structured, thorough, relevant, excellent
service driven organisations of all shapes and
sizes, delivering vastly different services from all support.”
parts of the world.”
Some Clients’ Views

28. delivering the service
strategy to customers
www.customer1st.co.uk