CUSTOMER SERVICE SKILLS- Core skills for anyone in a customer facing role 

HALF DAY £245 plus expenses at £65- NO VAT

FULL DAY when combined with another activity £325 plus expenses at £65- NO VAT

My 3 hour Customer Service workshop is an enjoyable event where teams and individuals can develop their skills for effectively communicating with ‘external’ and ‘internal’ customers. This is achieved in a relaxed and fun environment. The first thing we look at is the importance of delivering a great service to everyone who comes into contact with the organisation, the very first contact tends to set the ongoing relationship. However, as well as external customers we also need to consider our relationship with those we work with, our colleagues who are also our internal customers.
Once we have established that customer service is important we then look at our own experiences of having received good or bad service and then we compare this we the service the organisation currently delivers. Generally, this is good, however there may be some specific exceptions.
Then we analyse how we build ‘rapport’ with people we meet which shows that we all naturally know how to get on with others- when we choose to! Sometimes, barriers get in the way which we address later in the session. The team then consciously practices these rapport building skills through a fun speed dating exercise with each other.
We also look at some 'ridiculous complaints' and think about how we may deal with them!
I then ask the delegates to think of individual instances where they have to deal with ‘difficult people’. Generally, we cannot directly change another person’s behaviour, however, if we do something different they almost always respond differently as well. The delegates then use 'perceptual positions' to analyse their relationships with difficult people and then develop new strategies to use to help improve the relationship.
Finally, we discuss some specific skills for ensuring effective use of the telephone and email in communication both internally and externally.
The workshops are always highly motivational, thoroughly enjoyable and delivered with a very interactive style involving everyone in the room. The session works well for group sizes of 5 to 20 however I can always adapt the workshop for other size groups.