Customer Service Excellence

A One Day Workshop.

Objectives:

• Explore ways in which Customer Care Techniques can be applied to a participant’s job.
• Recognize the effect which their own attitudes and behaviours have on other people,
• See the workplace and the service it offers as customers see it – as ”The Service Journey”

Content:

• Objectives, Introductions.
• Talk-Talk Ice Breaker.
• What is Customer Care? Who are our Customers?
• What Are the Benefits of Customer Care to ;
• The Customer/ You/ The Organization.
• A Review of your Customer Charter/ Policy.
• Listening Skills/Telephone Skills.
• Video Exercise “If Looks Could Kill”.
• The Power of Behaviour .
• Are you Aggressive , Assertive, Passive?
• Poster ; Do and Don’t When Dealing With Customers.
• Video Case Study:A Question of Service .
• Preparing, Joining, Participating, Leaving, Reflecting.
• What Needs Improving?
• Workshop Evaluation and Close.