Exceptional Customer Service A Condensed Team-Based Learning System

The challenge of establishing customer service standards is that the customers keep moving the goalposts. And it's not just the customers. New technologies for delivering service, your own local competitors, and increasing pressure from international markets, make a culture of continuous service improvement the only way to stay competitive.And the only way to achieve that culture is by involving everyone - and most particularly front-line staff, closest to your customers - in the process.The Exceptional Customer Service manual works because it develops your people at the same time as they develop your customer service.Infinity, The Learning Delivery SystemInfinity is a system that's been tested and proven over the last ten years, by some of the most successful organizations, from every sector of the economy, including Lloyds TSB, British Home Stores, Westland Helicopters, Oracle and many more.The System offers individuals the means to learn at their own pace, in a way (on their own, with colleagues, or in their team) that is most appropriate for them; and that allows them to achieve immediate and visible improvements, on their way towards longer-term success.The material offer consistent, bitesize modules, each one tapping into a three-dimensional set of learning styles and channels:Assessment: regular self-assessment questionnaires help put knowledge, skills and learning needs in context and enable people to measure their progress;Reflection: as each learner works through the modules, questions and challenges help them to think about they way that they work and test their assumptions about personal effectiveness;Interactivity: the personal activities encourage learning-by-doing, learning from your own experiments, successes and failures;Application: work-based assignments help people test what they have learnt in the real workplace; they identify and achieve immediate improvements. Regular Action Plans encourage them to organise for, and commit to, ways of moving forward;Feedback and discussion: there are plenty of opportunities to seek feedback and discussion with colleagues or managers - to use them as a mirror for personal development;Reinforcement: checklists and key tips help reinforce the most important elements of the learning, to aid memory and application.