Free

Customer Service Training - for academic and support staff

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Abertay University

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Customer Services Aim

To improve participants’ customer service skills in line with our aims and attributes.

At the end of the workshop, participants will:

understand what customer service means and why it is important

have identified their internal and external customers

be familiar with the skills that underpin good customer service

be more confident and better equipped to handle challenges in customer service

have a personal action plan to bring insights and learning in customer service to life in the workplace

understand the link between Customer Service and the Abertay principles, especially diversity, enthusiasm and creativity.

Key Themes and Indicative Content:

Define Customer Service e.g. “excellent customer service is the ability of an organisation to constantly and consistently exceed the customer’s expectations, being responsive to customer needs and being resourceful in meeting those needs: knowledge, communication, skill, attitude, efficiency, integrity ,reliability, knowledge and helpfulness.

Customer Service skills in small groups reflect on their own experience as customers and how this compares to the customer service they deliver at Abertay.

Elicit reasons why customer service is important

Groups brainstorm on skills which underpin great Customer Service/Experience

Importance of names and effective listening, attitude and choice, building rapport.

The importance of internal customer service.

Customer Service Challenges

“It’s not my fault, but it is my problem”

Practical exercise in 3s around each participant’s challenges in dealing with their customers, with links to Diversity and cultural awareness. Encourage participants to practice active listening skills

If a predominantly experienced group of staff, then introduce PAC model for greater depth.

Share good practice in dealing with angry and dissatisfied customers courteously and assertively.

Anger/Time graph

Saying “No” with Y.E.S model

7 ways to WOW your Customers

Action Planning

Link the learning to taking action back in the workplace, using the What? So What? Now What? Structure to create individual action plans.

The action planning at the end of each programme is vital for increasing the likelihood of behaviour change in each participant, making them accountable to their peers for implementing their learning. We encourage them to meet up in peer groups or pairs a few weeks after the course to report back on progress on their action points and to encourage one another, celebrate successes and plan next steps to continue to improve the customer service they provide.

The action planning at the end of each programme is vital for increasing the likelihood of behaviour change in each participant, making them accountable to their peers for implementing their learning. We encourage them to meet up in peer groups or pairs a few weeks after the course to report back on progress on their action points and to encourage one another, celebrate successes and plan next steps to continue to improve the customer service they provide.

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