Duration: One Day
Who should attend and what will they gain?
This workshop has been designed for customer-facing people looking to develop their customer approach. It will enable them to look at the personal service levels they provide and help them gain a more focused approach to developing via best practices. It will help them take a fresh look at both their attitude and that of the customer. This course will allow delegates to assess their own customer ‘Service’ rating identifying their key strengths and areas where improvements can be made.
Delegates will look at how their behaviour can lose more customers than it gains and also allow them to relate the real cost of errors and the effect they have on retaining and developing customer relationships. Finally, they will be encouraged to set quality measurable individual goals to take back to the business and implement. Agenda •
What will be covered in this module?
What is customer service?
Your service levels and expectations.
What are your customer’s real expectations?
Where are errors made and why?
The real cost of errors
1st Impressions – picking up the phone
Basic time management.
Using a day book.
Having a ‘To Do’ list.
Making and keeping promises.
The importance of honesty.
Key attributes of the ‘Customer Service Champion’.
Your personal ‘Customer Service’ rating.
What will the delegate be able to do on completion?
Understand how they personally effect customer service
Relate to the true cost of ‘silly mistakes’ in the service process
Adopt basic time management principles
Make realistic service promises that they can keep
Have the confidence to be honest with a customer and say ‘No’ when needed
Work to a new standard of service, striving for excellence
Develop and evolve a culture of “customer focus”
Increase motivation by becoming more visible
Look at their own improvement areas and set goals
What training style will be used?
This workshop will be a combination of, syndicate working groups, brain storming sessions, individual exercises and challenging interactive discussions. It will involve feedback sessions from other delegates and the chance to learn from other peoples’ experiences. There will be plenty of opportunity to create and develop an action plan that the delegates present to their team at the end of the day. There is guidance offered on post course action planning during the day by the trainer.