Overview
The aim
To encourage front-line staff to behave in ways that will help them provide a high level of service to customers.
About the programme
A focus on customer care will pervade everything that a successful organisation does. But however supportive and positive the culture, in the end it's down to the individual relationships that staff have with each of their customers. Getting this wrong, even in a small way, has repercussions for the individual and for the organisation.
This engaging programme looks at how TV chef and successful businessman Rick Stein and his team approach customer service. It's a positive approach that works whether it's face-to-face in their restaurants, hotels, and shops - or on the telephone, in their mail order and reservations departments. It provides a model for the behaviours and attitudes that underpin great customer care, regardless of what an organisation does.
Suitable for managers and team leaders responsible for customer service teams, and all front-line staff, this invaluable resource breaks learning into six easy-to-follow modules. Two additional supporting programmes focus on: good practice in leading and managing customer service; and guidelines for dealing with difficult customers.
The key outcomes
-Helps everyone who works with customers to improve their customer service skills and knowledge of their organisation's approach to service
-Learn the behaviours and attitudes that provide a basis for great customer care
Programme includes:
It's personal for the customers and for you (20mins)
It's personal - for the organisation too (11mins)
It's personal - but don't take it personally! (5mins)
Guidebook
Information:
Produced by Supernova Learning Solutions Ltd.
