CUSTOMER SERVICE
PATHWAY
Introduction
Welcome to your Customer Service Pathway booklet. This is a guide to
the customer service training and development opportunities within Savills
Property Management.
Savills training department, Savills Pathways, are committed to providing
training of the highest quality to ensure all staff have the necessary skills
and knowledge to undertake their role to the best of their ability. In turn
this will ensure all Savills managed properties deliver exceptional customer
service in accordance with the Customer Service Standard.
Your Customer Service Pathway will deliver a wide range of courses, some
of which are recognised qualifications in Customer Service from the World
Host Brand.
Your role will determine what Customer Service pathway you can take,
which is outlined in this booklet together with course details.
CUSTOMER SERVICE PATHWAY
Our Customer Service Policy
• Actively using Social Media to enhance the
scheme
• Level 4 NVQ Diploma in Customer Service
undertaken by the Centre Manager
• Members of the site team are Customer
Service Mentors to support other sites
• Bespoke Mystery Shop designed and
undertaken
• Mystery Shop Gold Level undertaken
• The site has a effective Facebook and Twitter Account
• Level 3 NVQ Diploma in Customer Service completed
by Team Leaders and Supervisors
• Customer Service Experience Benchmarking
Completed and action plan created
• Guide to Successful Retailing Programme Service
undertaken by the Centre Managers and Deputies
• Mystery Shop Silver level undertaken
• The site has a Basic Twitter, Facebook page and Website
• Level 2 NVQ certificate in Customer Service completed by all
support staff
• World Host Frontline Management Training completed by Team
Leaders and Supervisors
• Social Media Training undertaken by Marketing and Centre
Managers
• Basic Customer Service Experience benchmarking completed
• Site Employees attend Ambassador Workshop & Customers with
Disabilities Workshop
• Site has a Customer Service Policy in place
• Customer Service Charter in place
• Site employees are trained in Principles of Customer Service
• All Managers completed Live Time e-learning modules
PLATINUM
GOLD
SILVER
Duration: 9.30am till 4.00pm
Location: Courses can either be run on site or at a central venue local to your site
Level: Bronze
Target
audience: All site employees Aim and
objectives: This one-day course provides delegates with invaluable skills and techniques essential to service professionalism. Each delegate will receive a pin badge, certificate on successful completion of the program.
• Why customer service is such an important part of their role • How to make an excellent first impression and make customers feel
welcome
• How using customers’ names can help to create a good rapport, and techniques for remembering names
• Communication skills for success
• How to empathise with customers, and why handling their concerns is so important
• Why listening is an essential part of the customer service process, and how to do it effectively
• How to ‘go the extra mile’ – including making five commitments on how they will do this in your business
Principles of Customer
Service
centre managers & operations managers
Live Time Learning Customer Service Modules Social Media Training Guide to Successful Retailing 1. Retail Business Planning & Finance 2. Driving Sales Through Marketing 3. Buying & Visual
Merchandising
NVQ Level 4 Diploma in
Customer Service
TEAM LEADERS & SUPERVISORS
Live Time Learning Customer Service Modules World Host Frontline Management Solutions World Host The Principles of Customer Service NVQ Level 3 Diploma in Customer Service
support staff
World Host The Principles of Customer Service Customers with Disabilities Ambassador Workshop NVQ Level 2 Certificate in Customer ServiceDuration: Half day for each module (3 half days in total)
Level: Gold
Location: Courses can either be run on site or at a central venue local to your site
Target
audience: Marketing and Events ManagersCentre Managers and Operations Managers
These three courses will enable you to gain a more in depth understanding of the elements required to run a profitable retail business. Increasing your own knowledge in these key areas will enhance the customer service you give to your retailers, strengthen relationships and ultimately add value to the scheme as a whole.
Aim and
objectives: 1. Retail Business Planning & FinanceMaintaining a healthy balance sheet is critical to any successful business. Achieving this takes planning and forecasting. This accessible course guides you through building a business plan, cash management and monitoring sales, to help your business stay in a positive financial position. • Understand the importance of having a business plan and get a
guide and template to write one; if you don’t have a plan how do you know where you are going?
• Be able to manage your sales and improve your cash flow for maximum impact on your overall business performance
• Understand what makes your business profitable or not: gross profit, capital expenditure, systems and controls, stock turns/levels 2. Driving Sales through Marketing
Keeping the tills ringing is the top priority for any retailer and requires thoughtful planning, focused activity and creativity. From traditional marketing techniques such as advertising, to the opportunities of new social media, this intensive course will provide you with the tools you need to drive sales in your business.
• Understand the retail and marketing mix, really know your market and understand your customer, using the basic science of shopping • Learn strategies on how to attract and retain more customers using
social media and a customer-focused approach to selling • The importance of planning and reviewing the marketing calendar 3. Buying & Visual Merchandising
Effective buying and visual merchandising require skill, insight and a well-informed commercial eye. Get it right and you will see your profits increase; if you get it wrong it can prove to be costly for your business. This course will provide you with all the information, tips and tools to help buy, price and display your stock to maximise sales.
• Know how to buy for profit and maximise product performance • Understand your customer and create a pleasing and exciting visual experience and really maximise your product placement • Know the process of the supply chain and its importance in buying
seasonal product ranges
• Know how to drive sales through your windows, understand how to maintain customer interest and learn how to attract customers through your doors
Guide to Successful Retailing
Duration: 9.30am till 4.00pm
Level: Silver
Location: Courses can either be run on site or at a central venue local to your site
Target
audience: Team Leaders and Supervisors Aim and
objectives: A one day course designed to equip supervisors with the skills to manage their team more effectively while providing excellent customer service. This course helps participants to make the transition from team member to an efficient and respected supervisor.
What will delegates learn?
• How to create high performing teams and how to coach for high performance
• How to empower the team to deliver excellent customer service • How to hire and train for success
• How to manage change and productivity while focusing on the customer
• How to implement the above and create winning business strategies
The benefits of the programme
• Encourages strong leadership- helps to increase the competitive edge of your business
• Ensures your manager give the right support to their teams – improved customer service experience
• Trained Managers build relationships with employees- increased employee and company productivity and customer satisfaction
Front Line Management
Duration: Half Day
Level: Silver
Location: Courses can either be run on site or at a central venue local to your site
Target
audience: Centre Managers, Marketing ManagersEvery company no matter what size has the opportunity to take advantage of social media. It is as important now as conventional media training has evolved. This course will give you the how to’s tips and tricks of social media to create effective marketing strategies.
Aim and
objectives: Social Media Landscape • Platform overview: Outline of key current social media platforms and interplay between them
• Key trends: Predictions for year ahead and changes to look out for New & Emerging Platforms
• Instagram: Why the site is driving record levels of engagement • Vine: The rationale and potential results from six-second video clips • Pinterest: Full overview of visual pin site
• Instagram: Technical overview; brand tagging; tools and techniques • Tumblr: Format guide through and comparison with other blogging
platforms
• Snapchat: Understanding demographic base of users and migration from traditional networks
• Whatsapp: Outline of likely developments following Facebook acquisition
• Buzzfeed: Guidance on the dynamics that makes the platform a content powerhouse
Social Media Strategy
• Planning: Developing a successful social strategy
• Integration: How to effectively integrate social activity into ongoing comms plans
• Essential creativity: How to creatively plan social campaigns • Ethics: Guidance on the codes of ethics and expected methods of
engagement online Content Strategy
• Sharability: Understanding what contents performs best online • Creative development: How to creatively plan content to maximise
community engagement
• Platform strategy: How to focus your time across social platforms that best fit your business objectives
• Content calendar: How to build a working content plan to boost efficiency and drive results
• Content type: How to best plan your mix of copy, image, video and other multimedia content
• Post frequency: Best practice for planning the number of posts per day • Post scheduling: Priority times to post to maximise engagement Measurement & Evaluation
• Platform specific: Full overview of free proprietary analytics tools available on all social platforms
• Measurement tools: Advice on the free tools available online for tracking social activity
• Metrics for success: Tried-and-tested metrics for measuring performance
• Google Analytics: Advanced techniques to track web traffic and page views
Social Media Training
Duration: Level 2- 6-8 months work based learning Level 3- 8-12 months
Level4 – Minimum of 12 months
Level: Silver, Gold, Platinum
Location: All of these qualifications are delivered and assessed in the workplace by an external assessor
Target
audience: Level 2 -Support staff, Customer service staff and AmbassadorsLevel 3 -Team Leaders and Supervisors Level 4- Marketing and Events Manager, Centre Manager , Operations Manager
Aim and
objectives: Criteria for who can apply
• employed for at least 8 hours per week • in a customer facing or customer responsive role
These qualifications comprise credit rated units developed by the Institute of Customer Service, the standards setting body for the Customer Service Sector. These qualifications allow learners to apply knowledge, understanding and skills to a national occupation level required by employer, proving competency in their role.
The benefits
• These qualifications require individuals to demonstrate competence against National Occupational Standards based on the needs of the customer service sector.
• They are recognised qualifications in the sector and help businesses provide a level of consistency throughout.
• For individuals it will demonstrate and recognise the level of competency already achieved
• This is also an opportunity to demonstrate investment in skills and allow individuals to climb their chosen career path.
• Employees will benefit from a clearer understanding of their responsibility within their organisation
• Employers will benefit from improved staff performance and motivation
• Improvement in the quality of customer service throughout the business
Diploma in Customer Service
Level 2, 3 &4
Duration: 9.30am-12.30pm
Level: Silver
Location: Courses can either be run on site or at a central venue local to your site
Target
audience: Customer Service Staff and Ambassadors Aim and
objectives: The WorldHost Ambassador Workshop supports ambassadors or volunteers in providing a warm and friendly welcome and equipping them with resources as they interact with and assist visitors to the UK. This workshop creates an opportunity to build on participants’ current strengths as a representative of where they work, volunteer and live. Introduction to Ambassadors
Meet other participants in the workshop and discover how they describe themselves as ambassadors/volunteers
Ambassador information
Understand the importance of the event and discuss the types of visitors you will encounter
Ambassador toollkit
Review customer- centred skills and discuss guidelines that support you when interacting with visitors and fellow volunteers
W=Warm welcome E=Expect questions L=Lasting impressions C=Celebrate our differences O=Open minded approach M= Marvellous memories E= Enthusiam is essential Ambassador resources
Discover what is available in your community or within your location, be it products, services or unique offerings. It is critical to being a well informed and supportive ambassador
By successfully completing this workshop you can gain the level 2 Award in welcoming visitors to their Destination in Hospitality, Leisure, Travel and Tourism qualification.
Ambassador Workshop
Duration: 9.30am-12.30pm
Level: Silver
Location: Courses can either be run on site or at a central venue local to your site
Target
audience: Customer Service Staff and Ambassadors Aim and
objectives: The WorldHost Customers with Disabilities programme aims to increase awareness and sensitivity towards those customers who have a disability. By having this knowledge, service, providers can make people with disabilities feel more comfortable and welcome.
Course content • Overview • What’s in a word • Debunking the myths • How may I help you? • Our local tourism business • Accessible tourism World of Different Customers
• Persons with a mobility impairment • Persons with a hearing impairment • Persons with a visual impairment