1 or 2 days.  This course can be delivered face-face on-site or virtually

Aim

The aim of this programme is to provide participants with a set of customer service standards and equip them with the knowledge and skill to deliver with confidence.

Objectives

Following the programme, participants will:

• Demonstrate clear understanding of both internal and external customer expectations and the importance of meeting or exceeding these
• Develop enhanced skills to effectively communicate with both internal and external customers
• Use listening as a diagnostic process
• List key causes of customer dissatisfaction
• Deal more effectively with customer complaints
• Confidently diffuse angry situations
• Identify key areas for improvement in day-to-day work; develop a personal action plan.

Outline

Introductions, Icebreaker and Objectives for the course

Qualities of a service provider

• Customer Service Context
• Why is customer service important to Network and to us?
• Understanding our customers and their customer expectations?
• Introducing our service standards, why and how?

Senior Manager Q&A

Internal Customer Service

• What is internal service and why is it important?
• Who are our internal customer and what are their needs?

Communication

• What are the components of communication?
• What are the barriers to communication -  small team exercise
• The importance of attitude

Questioning and Listening Skills

• Why is listening important?
• Barriers to listening - what stops us?
• Listening techniques
• Types of questions and when to use them

Telephone communication Part I

• Managing the call -  the first impression
• Keeping the customer informed (putting the call on hold, transferring a call)
• Reflection and Action Session

Review and energiser activity

Telephone communication Part II

• Taking the message
• Ending the call
• Following up

Image and Presentation (reception)

• Creating a positive and professional first impression for phone callers and visitors
• Personal presentation and grooming (dress code/code of conduct)
• The reception area
• E-mail etiquette and guidelines
• Challenging situations

The importance of customer feedback

• Common causes of complaints
• The CLEAR model for handling complaints
• Dealing with challenging customer behaviour
• Role play with actors
• Reflection and Action Session