While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.
You will spend the first part of the day getting to know other participants and discussing what will take place during the workshop. Participants will also have an opportunity to identify their personal learning objectives.
What is Customer Service?
This session will define customer service and introduce the six elements of customer service which will form the basis of this workshop. Participants will also learn about the first element: a customer service focus.
Who Are Your Customers?
In most organisations and agencies, customers take two forms: internal and external. This session will look at both types of customers, as well as all customers’ basic needs.
This session will focus on the critical areas that customers have expectations for.
Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.
Setting Goals and Targets
During this session, we will look at setting long- and short-term goals and creating a personal vision.
The Second Critical Element – Defined in Your Organization
In this session, you will think about what your organisation expects of you, and how to ensure that those standards line up with what customers expect.
The Third Critical Element – Given Life by the Employees
Next, participants will explore why customer service must be a philosophy that is practiced by all employees.
This session will give participants an introduction to key communication skills, including empathy, body language, asking questions, and listening.
This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.
Dealing with Difficult Callers
During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.
Dealing with Challenges Assertively
There are many types of unexpected challenges that we encounter every day. Participants will work in small groups to develop responses to some of these issues.
Dealing with Difficult People
This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.
Dealing with Conflict
We will examine five ways to deal with conflict.
The Fourth Critical Element – Be a Problem Solver
We will look at a six step plan for solving problems. Then, participants will role play the plan.
Seven Steps to Customer Problem Solving
Next, we will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a real play. We will also look at a six-step process that you can use to turn unhappy customers around.
The Fifth Critical Element – Measure It
The only way to know what’s really going right and wrong is to measure regularly. This session will give participants some ideas for measuring customer service.
The Sixth Critical Element – Reinforce it
Next, participants will learn some ways to keep a customer service focus strong. We’ll also share some powerful phrases that can help you build a positive image.
Dealing with Stress
This session will offer some quick, easy ways to destress in any place, at any time.
At the end of the day, participants will have an opportunity to ask questions and fill out an action plan.
For details on the differences between “in-house” and “all-inclusive” please see below
We’re keen to ensure that all the participants get the most out of the day, so ideally, we would love to have a room that has natural daylight, space to move, sit and write / work in small groups and utilise the wall space.
It helps to have the equipment provided but we can provide screen, projectors, flip charts and sound etc.
The “in-house” price includes training materials for all participants and a brilliant trainer… come coach… come facilitator.
The price excludes facilitator travel / accommodation (if required) and VAT.
Quite simply, we take all the hassle, stress and time required to organise your course off-site.
We will provide;
We think this is great value and ideal for companies who do not have the resource or time to organise the training.
Please see “Terms” for specific details on our all-inclusive offer.
Full Course Terms and Conditions are available upon request and are provided during the booking process.
Coming Soon! Our “Back to School essential Business Skills Lessons.
A range of short classroom based sessions that can be delivered in just 40 minutes!
Back to School allows every learner to create a personal “school” timetable based on the learning topics / lessons they need the most. They just attend the classes and then go back to work, minimising time away from the day job whilst picking up top tips on personal effectiveness, soft skills and leadership / management.
Fast, interactive and energising ways to learn through Ican Development
Ican Development are a recognised Chartered Management Institute Centre offering a targeted range of high quality qualifications in Coaching and Mentoring as well as Leadership and Management.
We’re also very proud of the way we deliver our programmes with an emphasis on face to face learning using highly engaging and experiential approaches.
We are currently offering qualifications from Levels 3 to 6