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Great expectations for the front line team - 1 day programme

When you spend over 80% of your day with your customers, it can sometimes be hard to maintain your sparkle.

This highly interactive one day programme will share the secrets behind service success. And allow you to explore and experience different ways of working your customer service magic.

What’s covered in the customer service training programme?

Do you really know who your customers are? And what they want?
Understanding the whole customer experience
Why we don’t always deliver outstanding customer service
Moments of truth: it’s often the little things that make the biggest difference to the customer experience
Creating the customer experience: how to woo and wow your customers!
Service recovery: what makes customers complain? How to turn complaining customers into raving fans
Time to make a commitment: how to transform yourself and your company

So what do you get to do?

There are a number of individual and group activities which will enable you to make a real difference to your department or business. Some of these customer service activities include:

Soap box stand. Reasons why we get it so wrong with customers.

Customer-vision. A novel interpretation of the Eurovision contest!

Run-around. How to make a customer feel special.

The world’s full of balloons: How to resolve a customer complaint

At the end of customer service training programme you will:

Know how your approach affects customer service delivery
Be able to deal with difficult people
Recognise that moments of truth are crucial to the business and should be seen as a blessing
Identify how to stay ahead of your competitors in terms of customer service
Understand how you can make a personal impact on the business