“I thought the workshop was terrific value for money”
“It saved me so much time”
“This is really timely for an ILM course I’m running at the moment for an NHS Trust (covering coaching, negotiating, managing performance). I can just adapt them and it’ll save me a lot of time.”
“Loads of useful exercises here.”
“I'm sure I'll be looking in here, next time I've got a new course to design”
Workshops We Deliver at your Premises
CUSTOMER CARE
Introduction
In today’s increasingly competitive markets, delivering exceptional customer care (‘delighting’ customers and clients, rather than satisfying) is increasingly important to differentiate you and your competitors. This workshop helps your delegates focus on the ‘delighting’ behaviours - the words they use, the way they say them and the actions they take that helps give customers and clients warm feelings about us - because it’s the feelings people remember most.
Type of Workshop
In - house at your premises for up to 10 delegates. We travel nationwide.
Duration
1 day, typically 9.30am to 4.45pm but can be flexible to fit into shift patterns of staff.
Objective
To raise the awareness of customer service and assist delegates in providing exceptional customer care.
Who Should Attend?
All staff who directly come into contact with customers and clients, both face-to-face or on the phone. The course content below can be honed to suit staff in Contact Centre support.
This course has also been used for promoting the development of internal customer care e.g. for I.T. Help Desk Advisors.
Course Content
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Nature of customer service - the facts and the myths
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The 3 Principles of superior customer service - ‘Delighting rather than satisfying’; ‘People buy people’; ‘First (and last) impressions count’
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Examples of exceptional customer service.
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Consequences of poor service.
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How Good a Superior Service Provider Am I? Questionnaire - a 16 point checklist of personal behaviour that differentiates the ‘Customer Delighters’ from the ‘Customer Satisfiers’
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Nature of communication - what it is and why it goes wrong
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Importance of ‘first impressions’, as viewed from the customer’s standpoint.
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Giving customers the wrong impression.
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Putting yourself in the customer’s shoes.
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Factors of good and bad communication on the telephone.
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Listening versus hearing.
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Active listening skills on the phone.
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Factors of voice that add and detract from the message and image being portrayed.
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Differences between assertive, aggressive and passive behaviour
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3 steps to assertive behaviour to get difficult messages across in tactful, respectful manner.
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Coping with anger and complaining customers.
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We can tailor the key objectives to your specific needs. Contact us with your needs.
Workshop Features
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A feature of the workshop is the use of a Knowledge/Skill Checklist - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.
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Delegates will be supplied with full support documentation, supplied in spiral bound format.
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A mini exhibition of interpersonal skill books, additional handouts and ‘hints and tips’ sheets will be provided in the training room, for delegates to visit during ‘down-time’ e.g. at breaks; finishing an exercise before others.
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Prior to delivery of the workshop, we would host a telephone meeting with you to establish the nature of the delegate’s roles, their strengths and development areas and any areas of the course you would like us to emphasise.
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About the Trainer
Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 18 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development and has considerable experience in developing customer service staff who are both customer-facing and telephone contact. Bryan personally delivers all the training.
Costs
£400 per day for 1 delegate, £650 per day for 2-5 delegates, £850 for 6-10 delegates plus expenses (travel plus possible (budget) accommodation, depending on location). Costs exclude any venue costs (hire of rooms / catering) or equipment (e.g. Powerpoint projector).
Any further questions or to book
phone Bryan Edwards, the Trainer, on 07747 602215.
Alternatively email on info@abctrainingsolutions.biz
