Customer Service 1 Workshop pack
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The workshop pack comes with a preparation guide, full script, a DVD containing slides and video content to use during the course and printable student notes.
If desired the Balance Learning interactive course or workbook of the same title can be used as pre-work for this practical course.
The course design is modular and can be given as a full classroom day or you can pick and mix the modules you feel appropriate to create a shorter course.
The simple to use guide can be used by trainers or managers wishing to develop their team.
MODULE 1: WHY CUSTOMER SERVICE ALWAYS MATTERS
SECTION 1: THE IMPORTANCE OF CUSTOMER SERVICE
On successfully completing this session participants will have:
- Identified what represents good service in their organisation.
- Identified what represents bad service in their organisation.
- Calculated the lifetime value of their customers.
- Calculated the difference additional sales won through excellent service can make to the organisation.
SECTION 2: GOOD VERSUS OUTSTANDING CUSTOMER SERVICE
On successfully completing this session participants will have:
- Identified the difference between good and outstanding customer service within the context of the organisation.
- Described the ‘service promise’ their organisation makes.
- Identified key qualities and skills of a customer service professional and identified their personal development needs.
MODULE 2: KNOWLEDGE AND ATTITUDE
SECTION 1: KNOWING YOUR BUSINESS
If all the activities are covered in this session participants will have:
- Identified what products and services the organisation sells.
- Analysed the features, facts and benefits of a particular product or service.
- Discovered the keeping up to date with knowledge.
- Seen the importance of teamwork in keeping up to date with products and services and systems.
- Identified what makes the organisation unique within the market.
- Identified the strengths and weaknesses of the competition.
SECTION 2: ATTITUDE
On successfully completing this session participants will have:
- Explored how a negative attitude makes life more difficult.
- Role played how a positive attitude affects customer response and long term loyalty.
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