Customer Service: Front Line Skills

Who should attend, and why?

This one-day programme is for any customer-facing employee, and that includes internal as well as external customers.  It will focus specifically on core skills, that can (and will) make a real difference to your customer impact and satisfaction.

Outcomes:

By the end of the course you will

• Know the expectations customers have of your service
• Confirm your role and responsibilities in terms of customer service
• Be able to identify your ‘Moments of Truth’
• Distinguish between ‘taken for granted’ and ‘added value’ and know why the difference is so important
• Identify and practice core customer focused skills

Content:

• What customers want
• Three key service variables that make a difference to customer satisfaction
• Moments of truth activity
• Taken for granted and added value
• Core customer service skills
• practice

Development Method:

A mix of trainer input, small and larger group discussions, and practical activities, all supported by an underpinning knowledge workbook.

Comments:

• “important and insightful ideas I can put into practice straight away” (private nursing provider, Manchester)