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Good, Bad & Ugly Customer Service

Duration:

Half Day.

Intended for:

With many products, services and prices being very similar the only way to set ourselves apart may be with service we offer. If this is true, we need to make sure that we are setting ourselves apart in the right way and building a reputation that will keep customers returning time and time again.
In this customer service training course participants draw on their experiences to help them understand customer expectations before matching these to the service values of the organisation. This then enables them to consider the service they are currently delivering and to find ways to improve on this.
This customer service training course works equally well for frontline staff or for managers looking to improve the systems and processes that deliver their products to the end customer.

Contents:

All the training materials necessary to run your own customer service training course:

Why bother with customer service? - Participants discuss this question and consider the benefits of good customer service to the organisation and its employees.
Good, Bad and Ugly Customer Service - Participants are encouraged to consider their own experiences as customers to help them understand customer expectations.
Sandwiches - Participants analyse a case study and are encouraged to consider the consequences of having unhappy customers who do not complain.
Living the values - There are two options for this session depending on whether your organisation already has published customer service values.
Mind the Gap - Whichever route you took in the last session the programme concludes by asking participants to consider how they are matching up to their own customer service values and by facilitating a discussion on how they can close any gaps that exist.

Objectives:

During this customer service training course participants will:
Draw on their own experiences identify key customer expectations
Link customer expectations with the customer service values of your organisation
Identify action they can take individually to ensure that the service they provide to customers is even better than it already is
Identify possible action the organisation can take to ensure that customer service is even better than it already is