Customer Experience
Service Excellence & the Star Rating System
The Global Star Rating System criteria and hands-on preparation for the assessment visit.
Practitioner3 days18 training hours6-20 participants
All training programmes are accredited by the Sharjah Private Education Authority.
Programme objectives
- Understand the Star Rating criteria, methodology and the weight of each dimension
- Prepare for mystery shopper visits
- Design measurable internal service standards
- Build and track a rating improvement plan
Detailed agenda
1
Day 1
The system's structure
- Where the Star Rating came from and what it targets
- Dimensions and weights
- In-person channel criteria
- Digital channel criteria
2
Day 2
Assessment and measurement
- Mystery shopper: what is actually measured
- Measuring customer satisfaction and happiness
- Complaint analysis as an improvement source
- Service centre self-assessment workshop
3
Day 3
Raising the rating
- Designing internal service standards
- Empowering the front-line employee
- The improvement plan and its follow-up
- Getting ready for visit day
Competencies developed
- Service management
- Self-assessment
- Service standards
- CX improvement
What participants take away
- A service centre self-assessment checklist
- An internal service standards template
- Mystery shopper scenarios
- A company-issued certificate of attendance
Prerequisites
Working within an entity that delivers services directly to customers.
How it is assessed
A full self-assessment of a real service centre, with a prioritised rating improvement plan.
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