Improving Customer Service
Creating the Competitive Edge.
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.
Content
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, team-building skills, how & why teams form, team dynamics, roles, values and relationships. Internal/external customers. Practical exercise on value tolerances.
Customer Service
What are ‘expectations’, who sets them, how are they set, at what cost, and what happens if you don’t meet (or exceed) them? Examination of 4 key elements of customer service – training and development, resources, systems & policies, organisation structure. In-depth video-based case study of a typical supply company with more than 40 how-not-tos commonly found in NZ organisations, and workgroup exercises for either all-staff, or segmented staff teams.
Length: 1 full day
Format: Interactive workshop
Optimum number of participants/facilitator: 15
