This workshop is designed and delivered for anyone working directly with customers in either face-to-face or on-line operations, and looks at how they deliver excellence in this role. The focus is on either new staff or those who want to improve their customer service and communication skills.
Many reports are made about poor customer service but very little is heard about examples of best practice. Many companies and organisations talk about their excellence in this area but the reality is very different. How do we bridge the gap between the two extremes?
The workshop focuses on what exemplary customer service should look like and how this can be achieved. Elements include communication skills, body language, meeting industry standards, role play and discussing difficult scenarios, as well as risk management and harm minimisation.
