Customer Service - 1.5hrs

Introduction and Course Overview  

This training program looks at the main aspects of behaviour that contributes to excellence in customer service.  It gives visibility to service providers of the main skills and qualities of exceptional service and helps them analyse own skill sets.

The program is based on many years of observing people at work and discussing with job holders/  managers the things that differentiate good from exceptional customer service.

This 1.5 hr training program starts with a discussion around delegates' own experiences of customer service, highlighting the examples where service providers hitting our feelings are the most effective.

The Customer Service Diagnostic Questionnaire

This requires participants to self-rate themselves on a 1-6 rating scale over 18 different aspects of the service they provide. This ranges from their level of preparedness to receive customers to the degree to which they support their colleagues in team working. The course then asks delegates to share their results with training group members who know them best to reflect on their skill sets.

Finally the course encourages participants to formalise what they have learnt and capture thoughts on the supplied action planning form.

The tool can also be used as  a ‘stand alone’ assessment and performance management tool (e.g. in a performance review meeting).

What does it include?

Includes a comprehensive 18-point diagnostic questionnaire that can be used with those who deal with external (clients and customers) or internal (managers, colleagues and cross functional staff) people.

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