Section 1: How to benefit from Customer experience approach
Awareness of the factors affecting a positive and professional relationship with the internal customer
Own brand and its values in building positive customer experience
Proactive approach in designing positive experiences during the customer journey
Self-analysis - touchpoints in cooperation with the internal customer, strengths and pain points worth improving
Section 2: Importance of customer needs recognition
Customer needs analysis - levels of needs and their importance in building self-service awareness:
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Essential needs
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Procedural needs
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Psychological needs
Adjusting communication to the level of needs resulting in greater openness to readiness for self-service
Meeting needs in practice – simulations enabling testing what levels can be easily assigned to self – service, what levels require personal touch
Section 3: The process of building self-service readiness
Understanding the change process from the employee point of view – emotional phases employees go through during change
How to address particular phases, what HR & management can do during each phase
How to build self – service approach during recruitment & onboarding
Change ambassadors in embedding self – service approach
What makes it more challenging in case of shifting HR to self – service – a bit of psychology combined with biology and need for safety
Section 4: Process mapping with customer experience glance
Self – service map – practical study:
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How it works, what tools are applied, what areas are served in self – service
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What works effectively
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What concerns are raised by employees
Self – service in reverse version
Employees’ point of view – what they need, what might be challenging, what is not clear ;
How can you address the challenges, redesign the transformation & communication process
Before & after – simulation on encouraging employees to self – service in chosen cases
Tools and methods easing incorporation of new approach – digital platforms, variety of communication tools, virals, User experience need in gaining new approach
Section 5: Time for you 😊
What makes it easy or challenging in self – service approach
Combining customer excellence with self – service – how to deliver high quality of service, being assertive
Wheel of assertiveness – self - analysis
Assertiveness methods:
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Broken record still works
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Managing emotions – own and customers, with ABCD method among the others
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Types of messages related to assertiveness
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GOLD model in assertiveness aligned with needs
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Assertiveness in practice – workshop with simulations based on your HR real experiences – with ability to apply training content in practice
Section 6: Self – shared balance
How to see and show that balance matters, not only work – life balance, but also self – service and HR s- delivered service
Value – based language – what benefits self – service bring to employees
How to use value based language talking with employees
What kind of tasks and needs will you address personally
What tasks do you and will you assign to self – service
