Customer service skills in your organisation
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Overview
About the programme
Every employee is required to interact with a customer at some point in their career, often on a daily basis. This programme is designed for use with employees in any industry or organisation and will equip them with the skills they need to become more customer focused and deal with a whole range of scenarios in an effective manner.
Scripted by a subject expert and consultant, and with an accompanying trainer's guide, this innovative training programme is comprised of short clips which allow the trainer complete flexibility and control to intervene at any point and jump around to relevant scenes. Scenes cover good practice and bad practice and cover the following areas:
- An introduction to excellent service
- Building rapport with customers
- Understanding customer needs
- Using positive language
- The internal customer
- Effective service recovery
- Leading in a service environment
Unlike many similar products, this programme is not based around a drama. Instead, each scene is firmly centred round a set of key learning points which helps to focus the viewer's attention and consolidate their learning. It represents real employees in an environment which is modern yet neutral making it suitable for any organisation.
Programme includes
- DVD
- Trainer’s guide
Information
Produced by Chartered Institute of Personnel & Development (CIPD) 2009
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Learning chapters
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An introduction to excellent service http://sww.videoarts.com/product/CSSO L01/An-introduction-to-excellent-service http://sww.videoarts.com/images/products/CSSO.jpgThis section will help you raise important issues around how to deliver service excellence. It can serve as a discussion point with service providers about their role in creating a customer focus. It will help you raise important issues and encourage participants to think positively about treating each customer as an individual and a potential advocate of the organisation.... (read more)
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Building rapport with customers http://sww.videoarts.com/product/CSSO L02/Building-rapport-with-customers http://sww.videoarts.com/images/products/CSSO.jpgThis section will help you increase learners' understanding about how to build rapport with customers in an emotionally intelligent way. It can serve as a discussion point with service providers about putting themselves in the customer's shoes and empathising with customers. It will help raise awareness about the importance of congruent and positive body language and tone of voice in cr... (read more)
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Understanding customer needs http://sww.videoarts.com/product/CSSO L03/Understanding-customer-needs http://sww.videoarts.com/images/products/CSSO.jpgThis section will help you raise important issues around how to deliver service excellence. It can serve as a discussion point with service providers about their role in creating a customer focus. It will help you raise important issues and encourage participants to think positively about treating each customer as an individual and a potential advocate of the organisation.... (read more)
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Using positive language http://sww.videoarts.com/product/CSSO L04/Using-positive-language http://sww.videoarts.com/images/products/CSSO.jpgThis section will help you raise awareness of the impact on the customer of using negative language to tell the customer what they or you cannot do. It will provide learners with two techniques for turning a negative into a positive. This will ensure that the the service provider appears more helpful to the customer and that they take ownership of customer issues.... (read more)
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The internal customer http://sww.videoarts.com/product/CSSO L05/The-internal-customer http://sww.videoarts.com/images/products/CSSO.jpgThis section will help you raise the issue of the importance of the internal customer and that everyone throughout the organisation has a customer. It will serve as a discussion point with service providers about the need to listen, seek feedback from and act suggestions from internal customers for improvement.... (read more)
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Effective service recovery http://sww.videoarts.com/product/CSSO L06/Effective-service-recovery http://sww.videoarts.com/images/products/CSSO.jpgThis section will help you increase learners' confidence and skill in dealing with difficult customer situations and handling complaints. It will reinforce the fact that complaints are a golden opportunity and the need to deal with them in an assertive, non-aggressive manner. It will also introduce a five-step memorable process for dealing with complaints in an as... (read more)
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Leading in a service environment http://sww.videoarts.com/product/CSSO L07/Leading-in-a-service-environment http://sww.videoarts.com/images/products/CSSO.jpgThis section will help generate understanding that is ite behaviours of leaders and managers that determine the degree to which the organisation is customer-centric. This section will help illustrate and provoke discussion about how what leaders say and do as a role model. It illustrates how leaders throughout the organisation influen... (read more)
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