This workshop is aimed at developing the skills of those providing a service to others within the organisation. With developed ‘consultancy’ skills, internal service providers become more understanding of the needs of front-line staff and better able to manage the communication involved. This leads to improved service and motivation for all involved in the customer service chain.
Content can include:
The customer service chain and who’s in it
Good customer service: what is it and why does it matter?
Who benefits from good customer service and how?
How successful is the chain now?
A look at the chain from three perspectives
Making changes to benefit everyone
Developing ‘consultancy’ skills
Finding out more about the customer and what they REALLY need
Learning from each other and creating service ‘agreements’
Getting the best from ‘different’ people: eight working styles
Communication tips and using words that work
Asserting yourself and getting what YOU need
Several ways to say no and maintain the relationship
The check: Making sure that it’s worked
This is an outline. If we haven’t included exactly what you want, tell us. We’ll design a programme that’s a perfect fit for your business.
