Service at heart

Service at heart

A one-day workshop (virtual or classroom)

This is an experiential programme. It asks front-line staff to stand in their customers’ shoes – whether those customers are internal or external. It emphasises the value of personal experience in understanding what customers want and need. It covers communication skills and social styles.

Audience

This session is most effective when run for an entire team. It is intended for all front-line staff in any type of team – it is equally appropriate to those dealing with internal customers as to those helping external customers.

Format

A highly practical, enjoyable, stimulating – and effective! – one-day workshop for a group of up to 12 people.

This session can also be run virtually, of course, preferably via Zoom.

‘Pre- and post’

For maximum impact, and depending on the number of participants in the programme, we recommend a separate advance briefing session for managers. We can also support your internal comms to ensure that the programme is appropriately positioned. And a pre-workshop survey on social styles is worth considering.

We’ll make some recommendations as to how line managers should embed the learning in the three or four months after the workshop(s).

Workshop outline

1. Welcome, aims and introductions

2. Customer experience

What does great customer service look like?
… and bad?
Case study – Little Britain
Net promoter scores
Exercise – What score would you give yourself – and your organisation? And what score would your customers give?
Case study – The Library
Technical quality v functional quality
How to improve customers’ opinions by improving functional quality
Exercise – service and brand
Why we need to understand what our customers think of us before we can offer a truly customer centric service