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.
Learning Objectives
- Strengthen existing customer service skills through alignment of mindset and some of the key communication principles
- Equip yourself for a changing and challenging business environment through better understanding of customer journeys and expectations of service
- Identify and commit to marginal gains to take teams to an even higher performance level
Workshop information
Workshop outline
1. Welcome, aims and introductions
- Why are we here?
- Exercise – ‘Brain gym’
- WIIFM? – what’s important to the customer?
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
3. Communication skills for great customer service
- What do we mean by ‘communication’?
- Why is it vital to the customer experience?
- How to enhance your impact – words, tone and body language
- Phone and email
- How and when to push back with respect
- Skills practice
- ‘Going above and beyond’ – who says?
4. Social styles
- The four styles – and two behavioural dimensions – and one key skill
- Exercise – what’s your style?
- Recognising other people’s styles
- Exercise – ‘teach back’
- How to manage relationships based on different social styles
5. Moments of truth
- ‘Touch points’ and the ‘customer journey’
- Journey mapping for customer experience enhancement
- MOT activities
- The MOT business plan
6. Action planning
- Personal commitments to action
- Activity – capturing actions
