Customer Service Training

First we ask staff to think about what good and bad customer service means to them by identifying real-life stories from their own experience. Then we get them to analyse what makes up really good service in their own work using the TARGET model, an internationally recognised customer service assessment tool. Using our drama-based techniques we bring to life some of the big customer service challenges that the staff themselves identify, and they work together to find ways to resolve them. Finally we get them to make an action plan to put customer service at the centre of what they do.

• Involves staff in thinking for themselves about Customer Service
• Staff not only become engaged in finding solutions but motivated to implement them
• Flexible drama based approach ensures real issues are explored
• Staff finish the training focused on improvement in their working environment

Customer Service challenges for Managers include embedding the service ethos in all parts of the organisation, for every customer, every day. Focusing staff on the delivery of excellent service and maintaning that focus in the long term can be a daunting task. This programme will help your managers do exactly that, whilst avoiding a cynical "have a nice day" culture.

• Understand the principles of customer service, both internal and external
• Explore the links between quality, feedback and customer expectations
• Identify how a customer focused organisation behaves
• Practice the management and motivation of Customer Service staff