Improving Customer
Service -

Creating the Competitive Edge

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see also 'Strategic Customer Service'

See public course dates
Feb-Jun
or
Jul-Dec

Brookfield's
Motivational Factors for Adult Learning:

Participation in learning is Voluntary

Facilitation is Collaborative

Needs to be dynamic with much Activity

Should cause a spirit of Critical Reflection

The objective is self-directed and empowered people

"Give a man a fish and you feed him for a day. Teach him to fish and you feed him for life"

Satisfying Expectations
Teamwork Skills
Communication Skills
Customer Service Skills

Learning Objective::
To learn and practice team-building and communication skills with a customer service focus, and  overlay these on an understanding of the principles of effective Customer Service.

Target Audience::
Choice of 'all staff ' (mixed), or separate groups by task category.

Communications:
Basics of the communication process, barriers, filters & screens, giving clear instructions, using  conversation-management techniques to ensure full information flow, practical exercises for  comparison of written & verbal methods, body language awareness.

Teamwork:
Attitude, Teambuilding skills, how & why teams form, team dynamics, roles, values and  relationships. Internal / external customers. Practical exercise on value tolerances.

Customer Service:
What are 'expectations', who sets them, how are they set, at what cost, and what happens if you don't meet (or exceed) them? Examination of 4 key elements of Customer Service - Training and Development, Resources, Systems & Policies, Organisation Structure. In-depth Video-based case study of a typical supply company with more than 40 how-not-to's  commonly found in NZ organisations, and workgroup exercises for either all-staff, or segmented  staff teams.

Length: One full day.
Format: Workgroup interactive
Maximum number Participants/facilitator: 15

© 1993-2004 Staff Training Associates Ltd
(Except where otherwise indicated)
Revised and updated 2004

Page updated 1st August 2004

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