Customer Service Training
Righttrack Consultancy delivers bespoke customer service training solutions to help your team achieve:
Increased customer satisfaction
Improved customer relationships and loyalty
Reduction in complaints
Process & Procedures for Customer Service
For some clients wishing to improve their customer service levels, a development programme is not enough to achieve the objectives and level of customer service improvements. Understanding how far to raise the bar on service and to clarify which processes and procedures need to change, may require the support of an outside resource.
Righttrack partnership options provide a range of consultancy services to support a more holistic approach to customer service improvement, providing you with:
High levels of customer service experience in a range of sectors
Creative workshops and consulting methods
A highly consultative approach
Processes and procedures for customer service can be developed in a number of ways depending on the client preference, the organisation’s circumstances, and level of change required. Our general philosophy is to set up consultative processes so that different groups of people from a range of functions and levels have structured input. The information is pooled and documented to form a framework to support training, evaluation and continuous improvement.
The consultancy services can include:
Facilitated Workshops for Executive / Senior Managers
Facilitated Workshops for Managers / Staff
Pavilion Workshops
Righttrack can design and facilitate workshops for the executive and senior heads to help them define and agree a 'High' level Customer Charter for their organisation. At this level the focus is high level only; focusing on the 'what' but not how.
Areas covered can include:
Customer Service Strategy
Customer Service Charter
Customer Service Standards
Contact Righttrack to discuss your specific requirements
Run in isolation, or utilising what may have been agreed during an Executive / Senior Managers Workshop, Righttrack design and facilitate workshops for managers and staff. These are used to convert the high level definitions of a Customer Service Strategy or Customer Charter into meaningful examples for each of the functions/departments.
Facilitated workshops at this level focus on identifying and generating high level customer service Key Performance Indicators. Ideally, a mix of quantitative and qualitative measures focus on what can be evidenced.
Areas covered can include:
Operational / tactical activity to deliver the customer service strategy
Key performance indicators
Methods of monitoring and evaluation
Lead areas for pavilions (see below)
Contact Righttrack to discuss your specific requirements
'Pavilions' are structured, hands-on interactive workshop style sessions each dedicated to a particular area or segment of customer service. They are used primarily where complex issues are to be decided and where a structured approach is required to enable contribution from a medium to large group of people. The use of pavilions stimulates innovation.
During the workshop delegates go from one pavilion to another, adding their contribution at each stage. In some development situations, not all delegates contribute to every pavilion, depending on the time available, the number of pavilions, number of delegates and the range of functions attending the workshop.
Areas covered can include:
Any area of customer service can be structured as a Pavilion workshop
Contact Righttrack to discuss your specific requirements