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Customer Service
Duration: 30-50 minutes + debrief
Participants: 3-18 (up to three groups of 3-6 per group)
Who: Staff at any level
PC required: None
Price:
£199.00
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Improve confidence and competence when dealing with customers within as well as outside your organisation. Establishes fundamental customer service principles applicable to all organisations.
Whether your customers are buyers, clients, patients or other service users they are fundamental to the success of your organisation. It pays to go that extra mile to deliver a service they applaud and of which you can be justifiably proud.
This simple-to-use pack asks questions of your own performance, looks at your organisation’s approach to customers and guarantees lots of worthwhile discussion around a range of customer service issues. Work through the set of 30 cards discussing the issues and reaching conclusions. You’ll clear up misconceptions about customer service, face actual examples of customer service in action, evaluate your own skills, test your knowledge about your organisation’s policies and procedures, and develop basic ground rules. Do you know your top customers or clients? How do you treat 'internal’ customers?
Finally Action Plans form the vehicle for taking easy-to-implement lessons back to work to boost your confidence, motivate you - and win customers.
Whether your customers are buyers, clients, patients or other service users they are fundamental to the success of your organisation. It pays to go that extra mile to deliver a service they applaud and of which you can be justifiably proud.
This simple-to-use pack asks questions of your own performance, looks at your organisation’s approach to customers and guarantees lots of worthwhile discussion around a range of customer service issues. Work through the set of 30 cards discussing the issues and reaching conclusions. You’ll clear up misconceptions about customer service, face actual examples of customer service in action, evaluate your own skills, test your knowledge about your organisation’s policies and procedures, and develop basic ground rules. Do you know your top customers or clients? How do you treat 'internal’ customers?
Finally Action Plans form the vehicle for taking easy-to-implement lessons back to work to boost your confidence, motivate you - and win customers.
- the importance of a consistent service, every day, every customer
- to fulfil your organisation’s mission statement
- to use appropriate communication styles
- to deal with "problems" immediately and never to argue
- to put themselves in the customer’s shoes
- to exceed customer expectations wherever possible
- to know your best customers
- to appreciate the value of 'internal' customers
- Divide participants into teams.
- Issue each team with a set of the 30 unique cards.
- Observe teams at work.
- Issue Action Plans for completion.
- Lead a Debrief on the key learning points.
Full Debrief notes are supplied and the handouts are provided on CD-ROM for easy copying.
Mick Miles, Elite Training European LtdAs part of a management course the Customer Service Cards soon had groups interacting and discussing many key areas - and made the job of the Trainer so easy! An excellent activity!
Training Consultant, name withheldThe Customer Care Cards generated good debate and plenty of discussion in the debrief. Even if some cards were not directly relevant, the team still found if useful to discuss the card content.
- Mercer HR Consulting
- Preston College
- Punch Taverns PTL Ltd
- Manchester City Council
- Derbyshire County Council
- NHS Education for Scotland
- SIG Plc
- Medicines & Healthcare Products Regulatory Agency
- Hugh James Solicitors
- Aegon UK Services
- Trainer’s Notes
- CD-ROM containing Handout Files
- Sets of Cards
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