management

Programme Outline

Module One – Customer Service in Action

• Introduction to customer service and its importance in the workplace
• Customer Service Scenario:
• Delegates work together to play a part in a typical customer service situation
• The scenario detail focuses on all elements of service
• The scenario is fun and very engaging and it also helps to bond the group and break down barriers
• Once the scenario is completed, the trainer will facilitate learning and relate the exercise outcomes with real life and different delegate situations. Delegates will also work in Support / Challenge partnerships
• Discuss individual experiences of good and bad customer service

Module Two – Customer Service and Organisations

• What are customer service policies and why do organisations have them?
• Customer service standards – company and legal
• Internal and external service
• The customer service chain
• What is excellent customer service?
• What are the consequences of poor service and not meeting the organisations commitment to good service?
• The differences between Disappoint / Deliver and Delight
• How would we exceed customer expectations and delight customers?
• Who has responsibility within any organisation for contributing to delivering good service

Module Three - Communication in a Customer Service Environment

• General communication models to develop understanding of the common rules for communicating with internal / external customers
• Developing effective questioning techniques including:
• Using different questioning types to get the responses you require
• How to structure questions

• Encouraging good communication skills in your team:
• The importance of listening to customers / staff
• The consequences of not listening properly
• Active listening
• Empathetic listening, for use when things have gone wrong
• Understanding how body language contributes to our communication style including:
• Awareness of our own body language

Module Four – Maintaining Customer Standards

• Responsibilities to ensure customer service standards are maintained during all contacts with customers
• Methods to monitor standards
• Leading the way and demonstrating good telephone techniques including:
• Voice, words and attitude
• Answering telephone calls from customers (internal / external)
• Putting telephone calls on hold
• Transferring telephone calls
• Making telephone calls to customers

Module Five – Managing Behaviours that Might Impact on Customer Service Standards

• Encouraging positive behaviours within the workplace including:
• The benefits and rewards of positive communication
• How to communicate positively with everyone involved in the customer service chain
• Transactional Analysis Model
• Complaints handling procedures and policies
• Examples of different organisational policies for handling complaints and escalating problems
• Skills to deal with different complaints when the are escalated
• Individual assessment questionnaire

The Managing Customers Programme consists of 25 taught hours by our ILM approved trainers

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