Customer Service Excellence: Bottom Up
For anyone that wants to provide excellent customer service and wishes to start with individual responsibility for making a positive difference, leading to a more strategic view of comprehensive customer service across the organisation as a whole.
This outline is for the half day workshop... for an outline of the full day and bitesize (90 minute) version, please get in touch.
Staff recognise the importance of high quality customer service
Front line staff are more confident and competent in such delivery, taking ownership for the level of service they provide
Customer satisfaction is at a high level and/or improving
You model excellent customer service – for internal as well as external customers
MADness & Moments of Truth
Just how good can you be?
The Customer Service Triangle
The Customer Service Grid
Putting it into practice: case work
core learning input
tools & templates
your ideas & suggestions
learning recap quiz
‘real life’ casework
We're always happy to customise... just get in touch :-)
Important and insightful ideas I can put into practice straight away
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Customer Service: Challenging Behaviours
For anyone managing or delivering a first response to customers who are unhappy or behaving in a challenging way. This workshop provides simple yet effective tools and techniques for a positive response.
For anyone who wishes to know more about preventing stress, and dealing effectively with its release should it occur; and/or who wantsto learn helpful strategies to help others.
A short video offering a simple technique for saying no in a positive and helpful fashion...