In-house Tailored Workshop

Serving Your Customer

Do you have a call centre or a group of people within the organisation who provide customer service?
Do you want to learn how to say 'no' and still leave the other person feeling good?
Do you want to learn to deliver outstanding customer service even when you don't feel like it?

You could say that everyone delivers customer service. When you have a group of people whose main focus is customer service, it's hard sometimes to keep the 'smile' going all the time. It's also a challenge to juggle competing priorities when you're trying to please everyone.

This programme is best delivered over several workshop sessions.

'Excellent programme; covered all elements of Customer Service. Liked the focus on personal responsibility and delving into psychology of things rather than just being given a process.' - M. Dalley, Customer Services Manager, Asteron

'Definitely know your work! I've been to so many sessions like this but I have learnt new ways to deal with customers ! - K. Porteous

'After the programme, there was a huge lift in peoples' awareness of how they had been handling interactions with customers. This has had a very positive effect in the way they now serve customers and it has continued even 9 months on. People work much more co-hesively now as a team than they did before.' - Monica Clark, Manager, Ministry of Transport

'You kept my attention the whole time which is not easy to do on courses.' - R.Hearst

Example 4 Workshop Programme

WORKSHOP #1

Setting the Scene for the Programme
Team Dynamics
Customer Service: The Role
Keeping the Focus
Uncovering the Real Issue

WORKSHOP #2

Debrief Assignments
Setting Clear Expectations
Handling Aggressive People
Being Professional / Casual

WORKSHOP #3

Debrief Assignments
Customer Service Golden Rules
Handling Resistance

WORKSHOP #4

Having Those Difficult Conversations
Debrief Programme

Want to talk more? Call Leanne (04) 971-4099.