Aim

The aim of this workshop is to develop the skills of the participants to ensure they provide an excellent service to all their customers internally and external to the organisation.

Objectives

During this workshop participants will have the opportunity to…

• Identify who their customers are; internally and externally
• Identify their own “customer chain”, who they rely on and who relies on them
• Consider the expectations of colleagues to ensure the chain keeps moving
• Identify what their customers like, what they don’t like and what they consider to be excellent service
• Identify how to improve service where there are gaps
• Identify the essential customer service skills…
  • Meeting standards consistently
  • Getting things right first time
  • Listening to customers and responding constructively
  • Handling complaints in a positive way
  • Being assertive when under pressure
  • Communicating clearly
  • Making it easier for colleagues to help customers
• Identify how they can support colleagues
• Practise their skills

The event will be participative with a variety of training aids used to cater for the differing learning styles likely to be present in the group. Respecting the need for confidentiality delegates are invited to share their experiences in this area and to ask questions at any time.