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Improving Customer Service
Satisfying Expectations
Learning
Objective:
To learn and practice team-building and communication skills with a customer
service focus, and overlay these on an understanding of the principles of
effective Customer Service.
Target Audience:
Choice of 'all staff ' (mixed), or separate groups by task category.
Communications:
Basics of the communication process, barriers, filters & screens, giving
clear instructions, using conversation-management techniques to ensure
full information flow, practical exercises for comparison of written &
verbal methods, body language awareness.
Teamwork:
Attitude, Teambuilding skills, how & why teams form, team dynamics, roles,
values and relationships. Internal / external customers. Practical
exercise on value tolerances.
Customer Service:
In-depth Video-based case study of a typical supply company with more than 40
how-not-to's commonly found in UK organisations, and workgroup exercises
for either all-staff, or segmented staff teams.
Length: One
full day.
Format: Workgroup interactive
Maximum number Participants/facilitator: 15
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