Course Overview
Introduce ourselves at the beginning of the workshop. Review an agenda so that they know what to expect. Share learning interests/goals participants what they want to get out of this learning experience.
Topics covered in this course
Understanding Customer Service
Today our session focuses on our customer service skills, giving us a good overview of different customers and identifying ways of catering for customer needs.
Reviewing Pre Assignment Tasks
Participants will now reflect on the answers received to their ‘investigation into typical expectations about customer service’; their preconceived notions will be questioned.
Establishing Goals
During this session, we will discuss your goals and understand what it will take for you to get there. We will map out a plan of action to ensure progress by setting long and short term goals.
The Essential Elements of Customer Service
Participants will gain insights and knowledge, on adopting an approach when serving clients.
The Second Key Aspect. Procedures
You will also be shown during this session how to align requirements of customer’s satisfaction with standards and expectations of your organisation to provide them with a better customer experience.
The Third Key Aspect. Alignment
Our reflections will attempt to elucidate how such elements as customer service are included in our philosophy as well as the conscious ways that customers help us discern our business goals and appreciate their own life-courses.
The Fourth Key Aspect. Problem solving
The workshop will offer the participants the opportunity to master the skill of problem solving in customer service .
The Fifth Key Aspect. Measurement
In this session participants will be given tips on how to evaluate their performance in this area, recognising where changes might be needed to enhance successful practises.
The Sixth Key Aspect. Reinforcement
Participants will explore strategies for creating and nurturing a customer service oriented environment.
Effective Communication Skills
In this session will cover the basics of communication. In this session you will learn; Build empathy and understanding Use non-verbal communication Skills for conversations Grounding Questions and Practise your listening skills.
Mastering Phone Etiquette
We’ll look at them in more detail, and you’ll be able to use these and other ways of dealing with any occasion when there’s a little difficulty on the line.
Assertive Approaches to Handling Challenges
They will also be able to work together – as equals – in order to overcome hurdles that frequently need out-of-the-box thinking.
Reflective Practice for Personal Growth
This session is designed to help you develop awareness about events that have shaped your current skills or behaviours, and can help to be productive into the future.
Managing Stress Effectively
If you are interested in some relaxation techniques and ways to keep calm under pressure, then join this session on how to keep a calm mind, anytime, anywhere!
Workshop Wrap-Up
After the workshop, participants will then have an opportunity to apply what they’ve learned, by writing a plan incorporating what they’ve discovered. They can also contact us directly if they have further questions or concerns.
