Customer Service

Description

Description

Ensuring that you provide the level of service that your customers want to be delivered through your people. This programme develops the skills and behaviours that enhance the experience that your customers receive.

Aim: To develop the customer service skills of your people so that they enhance the experience for your customers.

Modules/Lessons

Programme Outcome

• Customers feel engaged & informed throughout the whole journey
• Customers feel important
• Reduces complaints
• Increases compliments
• Help you win more business
• Increases recommendations and profitable customer conversations
• Improves external perception of your business
• Makes it a better place to work
• Colleagues feel important and even more confident in their roles
• Great Customer Service drives great Customer Experience

Duration

The programme is made up of 2 x 3-hour virtual modules or 1 day in person

Programme content

• Introduction and Welcome - We are all part of the same journey - what does this mean to you
• What do we mean by Customer service and how this links to the customers experience?
• In the shoes of your customer - to get the participants thinking about what Customer Service means to different people, which in turn will impact the mindset
• Its not what you say, it is what you say and do - bringing Customer Service to life by 'Being It'
• The journey starts and ends with you, so how can we enhance the Customer Service we provide to our internal & external customers
• Video and discussion around the key concepts of Be there, Make their day, Choose your attitude, Play - have a sense of fun linking this to creating the right customer service throughout their journey
• Being on the front foot - what does this mean and how can we demonstrate this to our customers
• Engaging with our customers, when, how often, why & about what
• Pulling it all together- what are the critical behaviours we need to demonstrate to bring our vision of Customer Service to life.
• Follow up coach to support the business in implementing this important skill as required