This 3½ hour workshop will align everyone with current customer service practice and enthuse people to take these practices to new heights.
This course identifies four key cultural criteria:
- Load the Imagination
- Make it Happen
- Exceed Expectations
The aims of the workshop would be two-fold:
- To ensure that everyone is familiar with the client-centred ethos of the Practice and can Make it Happen.
- To raise the bar of Exceeding Expectations when being responsive and attentive to clients.
A key function of the workshop will be to promote active learning, both during and after the event. This will require the event to be highly participative and to make use of group exercises and table discussions, as well as individual exercises and tutor input.
To achieve maximum impact within the framework of a 3½ hour session the workshop will focus on selected key concepts of customer service and the skills that are needed to implement these concepts in the workplace. Wherever possible the concepts introduced will be linked directly to the participant’s own experiences of giving and receiving customer service.
Each participant will be provided with a workbook that will outline the key concepts, help them make the linkages with the world of work and provide space for them to record their own ideas, notes and action plans.
The workshop is envisaged as having four principle stages or elements. These are outlined below together with the topics that would be covered in each stage.
Setting the Scene
- Introduction to the workshop: its aims and objectives
- Positioning the workshop in terms of the current ethos, context and development of your organisation
- (It would be helpful to have a motivational statement delivered at the beginning of this stage, by a senior executive demonstrate management commitment to the process.)
Setting the Standards for Customer Service
- Who are our customers?
- What is customer service and what makes it good?
- How customers/clients rate companies and the service they provide.
Meeting the Standards
- Effective customer service behaviours
- Communicating skilfully with the customer
- Dealing with difficult customer situations
Making it Happen
Planning individual and collective actions to transfer ideas and techniques back to the workplace.