Customer Service: Front Line Skillsworkshop outline

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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)

Find out more …

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overview

This workshop will provide participants with practical skills and techniques that can be immediately applied, to both prevent a deterioration in the relationship with the customer, and help rescue one that is already poor.

who should attend and why?

This workshop 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.

“important and insightful ideas I can put into practice straight away”

private nursing provider, Manchester
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would you like to know more?

… everything you need to know about effective workshops can be found via these links…

you may be interested in:

related workshops:

which service are you interested in?

*online booking is available for half day workshops only. If you are interested in customised length or content, please get in touch and we’d be happy to help.

how to check availability

Simply start the booking process and select the service which you are interested in. This will show you a calendar with available dates.
You are not required to pay at the point of booking, so if you would like to reserve a workshop date, please feel free to book and pay by invoice later.

booking multiple sessions

You can schedule multiple bookings of a single type (e.g. multiple coaching sessions), however to schedule a different type of booking, please repeat the scheduling process.

payment options

You have two payment options when booking. You can choose to pay by card at the point of booking, or to pay later by invoice (BACS).

(All prices shown during booking include VAT at 20%)

How To Check Availability

Simply start the booking process and select the service which you are interested in. This will show you a calendar with available dates.
You are not required to pay at the point of booking, so if you would like to reserve a workshop date, please feel free to book and pay by invoice later.

Booking Multiple Sessions

You can schedule multiple bookings of a single type (e.g. multiple coaching sessions), however to schedule a different type of booking, please repeat the scheduling process.

Payment Options

You have two payment options when booking. You can choose to pay by card at the point of booking, or to pay later by invoice (BACS).

(All prices shown during booking include VAT at 20%)

We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…

We know it’s a faff
And a bit of a pain;
But it really helps us
Stay on top of our game…

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