Customer Service Excellence

Half day Workshop

The Workshop

In today’s economic climate it is imperative businesses retain existing customers, attract new customers and encourage loyalty. Satisfied customers will return and will spread positive messages – dissatisfied customers won’t. The workshop is equally suited to public sector, private sector, retail, hospitality and tourism; in fact any organisation or business with a customer base.

Aims

To introduce proven skills to customer facing staff for service excellence

To develop a culture where service quality becomes a core ambition

To build on your business’s existing service quality approaches

Objectives
By the end of the workshop you will be able to:

Demonstrate even greater self-confidence in delivering excellent service to all customers

Define what the ‘moments of truth’ are for different customers

Establish personal communication styles that produce win/win results with customers

Develop techniques to build rapport with others

Recognise that even through small gestures, every individual member of staff can easily make that difference

Content

Moments of truth for customers

Equality and Diversity – overview of equality legislation, protected groups, and being flexible in response to differing needs and expectations

Social Model of Disability

The impact of verbal and non-verbal communication and how ‘attitude’ manifests itself in behaviour

The quest for never ending improvement – when is a complaint really a complaint? Can you prevent a ‘service niggle’ becoming a complaint?

Recognising ‘internal service’ to colleagues and other departments as crucial in achieving service excellence

Action planning for even greater performance – recognising what you are already good at and identifying elements you could do even better

Structure and cost

The half day workshop is a fun and enjoyable training session. Discussion, interaction and the sharing of experiences is encouraged. The workshops can accommodate up to 20 delegates and sufficient room will be required for group work. The cost for a half day workshop is Ł400.00 (plus mileage and vat) or Ł650.00 for two workshops on the same day (plus mileage and vat)