According to our Report ‘A View from the Front Line’, in 2017 a massive 73% of service desks expect to see a greater focus on the adoption of self-service within the service desk in the next 12 months, whilst 61% struggle with end-user adoption.

With that in mind, Service Desk Institute have developed a one-day workshop in which we aim to help you devise strategies which aid the adoption of self-service and configure ways to communicate them to your team and customers.

What is this workshop about?

This is a one day workshop focusing on maximising the adoption of customer self-service with an emphasis on the customer experience.

Who will benefit?

This workshop is suitable for managers, team leaders or individuals responsible for the customer experience, increasing efficiency and improving the return on investment from implanting self-service and self-help tools.

What will you learn?

  • Case studies of successful self-service adoption
  • Planning documents
  • Analysis exercises to aid planning
  • Advice and guidance from an experienced service and support practitioner

After the workshop you will be able to;

  • Explain the business strategy for self-service
  • Identify objectives, critical success factors and KPIs for the channel
  • Identify and integrate with existing processes
  • Analyse customer behaviours and gain commitment
  • Develop and use case scenarios to improve the customer experience
  • Develop a customer focussed knowledge management process
  • Establish standards for quality assurance
  • Develop a marketing and communications plan
  • Ensure a continual service improvement focus

This course will be delivered at one of our easily accessible SDI Training venues or virtual classroom as part of the public training programme.

The workshop can also be tailored for in-house delivery for focus groups or project teams.

The day runs from 09:00 – 16:45 with 2 x 15 minute refreshment breaks and 1 x 45 minute lunch break.

During the workshop you will learn about these key factors;

  • The Strategy for Self-Service
  • Customer Engagement
  • Marketing and Communications
  • Knowledge Management
  • Continual Service Improvement

You can find out more about these below

The Strategy for Self-Service – understand the purpose and objectives of self-service and the business value it needs to deliver.

Measures of Success – consider the critical success factors, targets and KPIs that underpin the strategy.

Process integration – understand the relationship between self-service and service management processes to ensure they are efficient, effective and seamless.

Customer Engagement – explore the importance of adopting an outside-in approach to designing or improving self-service by analysing current usage and engaging with customers.

Engagement Methodologies – identify and review the options available for finding out what is really important to your customers

Defining the customer experience – explore use case scenarios to define the experience for different types of customer

Marketing – consider marketing opportunities and develop a marketing plan for promoting self-service aligned with the customer experience

Communications – develop a communications plan aligned to your marketing strategy

Knowledge Management – review the principals of knowledge management best practice and the importance of customer centric knowledge for self-help

Continual Service Improvement – identify quality assurance activities and using ongoing feedback to sustain effort and develop a roadmap for the future

Member Price: £468.00 + VAT

Non-Member Price: £520.00 + VAT

 

Download Self-Service Leaflet      Maximising-self-service-brochure

 

 

 

 

 

 


Where?                  etc venues london map

London
etc.venues, Bonhill House,
1-3 Bonhill Street
London
EC2A 4BX

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