A tailored in-house customer service training solution
This programme is designed to be presented as an in-house training programme. The content is tailored to meet the specific service challenges faced by individual organisations. Content is adjusted with case studies and roleplays reflecting the “real world” situations experienced by participants. This ensures skills can be transferred immediately to the workplace so that customers benefit immediately.
Modules of customer service principles covered in Service Please!
Setting the Scene
- A common understanding of “customer service”
- Every customer contact is an opportunity to build your business and personal brand
- Focusing on internal and external customers
- Identifying and overcoming reasons why organisations lose customers
- Working with organisational values to achieve service excellence
It all starts with you
- Highlighting the individual’s role in being accountable for service delivery
- Shaping added value in the eyes of the customer
- A 5-Step process to service improvement
- Reading customers’ needs
Getting down to business
- Communicating openly and honestly with customers
- Shaping memorable moment of truth
- Creating powerful first impressions
- Fine-tuning service to customers’ needs
Bringing it all together
- Turning complaints into opportunities
- Ensuring every moment of truth is a positive one
- Applying active listening skills to ride the emotional wave of an angry customer
Making customers successful
- Action plans to bring about sustainable improvements in service
Duration of the workshop
- Duration depends on the objectives of the company for whom the workshop is adapted. It may vary from one day to three days consecutively, or it may be spread over a period of time to allow for strategic breaks in which participants can go back to work and practice skills before the next training session.
Talk to us about tailoring and presenting an in-house workshop for you
