This workshop is about developing participant's awareness of the personal skills, attitudes, and behaviors that influence the customer experience. It is also about ensuring individuals take personal responsibility for customer service.
Any individual, who in the course of their work, is expected to provide a service to others. All skills and behaviors relate equally to either internal or external customers.
None.
Instructor-led, group-paced.
By the end of today, delegates will be able to:
What is a customer?
Although it may seem a simple question, a little time will be spent focusing on who your customers are to ensure a consistent approach throughout the organization.
Love story Horror story
Everyone has one! Small group exercises to establish the components of excellent customer service.
Behaviour breeds behaviour
A look at the ways in which our own behavior can often impact others without us realizing it.
Delivering a good customer experience
Group tasks and discussion to develop the can-do philosophy.
Dealing with difficult customers
Group discussion to establish if people really are so difficult or are they simply reacting to the circumstances in which they find themselves.
Here we will work on some case studies to establish good practices for dealing with customers who contact you via the telephone.
Establishing a customer charter group exercise where each individual will contribute one thing that they will do to improve their customer service delivery.
