Details

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Agile Service Management: Adapting For Service Excellence Now
Duration: 1 Day
Time: 9:00am to 5:00pm
Lunch Break: 1:00pm to 2:00pm

INTRODUCTION
Join our Agile Service Management program designed for mid-level managers and supervisors in customer service or customer experience roles. This intermediate-level course focuses on equipping participants with essential knowledge and skills to enhance service delivery through Agile methodologies. Participants will gain a comprehensive understanding of Agile principles, learn to adapt them to customer service processes, and explore the Agile Service Management framework. Through interactive sessions and real-world examples, participants will discover how Agile practices can drive service excellence, improve customer satisfaction, and foster innovation.

LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:

• Demonstrate understanding of Agile principles in customer service contexts
• Demonstrate knowledge of the Agile Service Management framework for enhancing customer service
• Demonstrate awareness of Agile's benefits for customer service improvement
• Demonstrate application of Agile principles to customer service processes effectively
• Demonstrate proficiency in building Agile teams and define roles for customer service operations

KEY CONTENT
Module 1: Understanding Agile Principles

• Explanation of key Agile principles like working in small steps, collaborating closely with customers, and being ready for changes
• How these principles are different frin traditional ways of managing services?

Module 2: Overview of the Agile Service Management Framework

• Introduction to the Agile Service Management framework, which helps make services better and faster by using Agile method
• How this framework can help improve customer service in all kinds of industries?

Module 3: Benefits of Agile for better service

• The good things that happen when we use Agile methods for customer service, like making customers happier and being more creative in solving problems
• How other businesses have become better at serving customers by using Agile ways?

Module 4: Adapting Agile Principles to Customer Service Processes

• Ways to use Agile ideas in customer service work, like being clear about what needs to be done, working together as a team, and always trying to get better
• How other companies have made their customer service work smoother and faster by using Agile ways?

Module 5: Creating Agile Teams and Defining Roles

• How to make teams in customer service that can do many different jobs well, like answering questions, solving problems, and making customers happy?
• The different jobs that people in the team will have, like being a leader, keeping track of the work, or helping out when needed

Module 6: Establishing Agile Service Management Infrastructure and Tools

• Tools and ways of working that help make Agile customer service happen, like using boards to see what needs to be done and talking often with the team about how things are going
• Tips on how to start using Agile tools and ways right away after the training, so customer service can improve quickly

METHODOLOGY
The method of learning would include:

• Experiential activities
• Role play
• Interactive group reflection, discussion and facilitation
• Action plan for post training assessment purpose