Managing Your Customers

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

Available Packages:

Duration:

Materials:

Support:

Dates & Location:

Delegates:

Style:

Learning Methods:

Not sure which? Use our handy Package Comparison table

Modular - 25 hours of learning over 3-5 days

Folder, workbook, handouts, pen and certificate of attendance

To suit you

Up to 12

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