Advanced Customer Service Workshop

• Recognising the level and quality of service currently provided by your organisation
• Harnessing the unique qualities of those currently providing high levels of customer service in the organisation
• Agreeing the lines of inquiry: e.g. enquiry, telephone calls, face-to-face conversations, customer complaints, etc
• Creating a unique model of customer service excellence for the future

• Overcoming barriers or obstacles to successful implementation
• Testing application of the model
• Identifying the stepping stones for putting the model into practice
• Group and personal action plans to transfer the learning back into the workplace

• Increased value from customer interactions
• Improvement in customer perception of the organisation
• Increase in customer satisfaction
• Reduction in customer complaints
• Stronger customer relationships

• Improved customer loyalty
• Less misunderstanding
• Reduced conflict and confrontation
• Immediate business impact

• Introductions
• Understanding the Appreciative Inquiry approach
• Aims of the session
• Agreeing areas of inquiry
• Exploring the best of service currently provided by staff in the organisation
• Creating a detailed picture of the components of excellence
• Looking for gaps & checking the bench-marks
• Developing the organisation’s model of excellent customer service
• Testing and challenging the proposed model

• Identifying potential organisational obstacles
• Exploring and overcoming individual barriers
• Scenario testing of the new model to ensure it will work
• Modification and fine-tuning
• Identifying implementation steps
• Setting up monitoring and evaluation processes
• Developing a group action plan
• Personal action planning

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1 day

Folder, workbook, handouts, pen and certificate of attendance

To suit you

Ideal for 6 to 20 people

Righttrack programmes are energetic, exciting and highly participative, which create an impact and motivate participants to learn and embrace change

We utilise a blend of learning methods: practice sessions, group workshops, scenario-driven learning, assignments, self managed learning, shared group learning, accelerated learning and structured group learning