Giving Great Customer Service
Aimed at front line staff, supervisors and managers
A sign of the times (communicating the brand) – this element encourages participants to think about how and what they communicate to customers, using a slightly unusual perspective. It encourages participants to think about the language they use when communicating with customers and shows that all communication tells the customer something about the organisation and that sometimes that’s not the intended message. It demonstrates how the brand is affected by every piece of communication leaving the organisation.
A customer service experience – this element illustrates the importance of customer service, and demonstrates how low-cost customer service improvements can benefit an organisation’s reputation. It helps participants to identify improvements that can be made to customer service within their own team/organisation.
Customer Relationship Management (the customer perspective) – this analyses a personal experience as a customer and identifies the events which created a lasting impression. It considers what influences customers’ service expectations and why expectations differ. Participants will discuss the impact of different expectations and experiences on customer relationship management.
Communicating without body language – this element demonstrates the significance of body language in communication, and encourages participants to think about the difficulties the lack of body language creates when communicating by telephone.
Overcoming barriers to internal customer care – this element identifies the main barriers to internal customer care and ways of reducing or eliminating them.
Dealing with complaints – this element describes the benefits of dealing with complaints in a timely and effective manner, and considers some complaint scenarios and how these could be handled effectively.
Dealing with difficult customers – helps participants to identify difficult customer behaviours and develop effective ways of managing them.