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Working with a Customer Focus Workshop

Learning Focus

  • Change Management
  • Customer/Supplier Relations
  • Diversity/Cultural Awareness
  • Effective Communication
  • Resilience
  • Working with Conflict

Group Size

6 - 16
6 - 16

Duration

Up To a Full Day
More information
$1,049.00
Next day delivery available

Downloads

The Working with a Customer Focus Workshop provides all the training activities, materials, and facilitator information needed to run a full day workshop around customer service skills.

These workshop materials enable you to work with learners to use their own experience of being both customers and suppliers, and their ability to see things from the customer's perspective so that they can begin to identify improvements to their own personal, team, and organisational approaches to great customer service.

The style of this workshop is highly interactive and is based on small group practical work, reflection and discussion. Presentation materials have deliberately been kept to a minimum as the design of this workshop means that participants are actively involved in exploring their own experience and learning and not simply receiving instruction and trainer input. Therefore, presentation materials are limited to summary of key points, discussion topics and overviews of theoretical models used in the workshop.

 

  • To identify who your customers are and what they expect from you
  • To explore the challenges in meeting these expectations
  • To identify what individuals and teams can do to ensure customer expectations are exceeded
  • To develop behaviours that promote high levels of customer satisfaction
  • To apply the learning to real life examples
  • To develop an individual or team action plan to take the learning forward
  • To resolve and manage customer conflicts
  • To understand both customer and supplier needs in order to build on customer suppler relationships

This is a one-day (7 hour) customer service training workshop that can be delivered independently or as part of a sequence of workshops around management skills, as we offer five more one day workshops in a discounted package (which can be seen below). This workshop is ideal for an intact team, a cross-functional team from the same organisation or a remote team, even including home workers. It could also be appropriate to individuals who are not working in teams but share similar customer service roles.

The workshop contains two customer service training activities, which are also sold seperately, and can be used independently of the workshop;

Chainlink

You are one of a number of participants in this activity where you find yourself being both the customer and the supplier, managing the demands of being in an internal supply chain. 

Images of Customer Experience

An engaging customer service training activity to provoke discussion and encourage learners to consider the emotions and responses related to good and poor customer service skills. This activity is possible to be delviered with remote learners.

Workshop Contents:

2x Images of Customer Experience, 2x Chainlink activities, 4x sets of 'The Customer Gateway' activity, 4x sets of 'Dealing with Difficult Customers' cards, Facilitator manual, 1x USB Stick with Participant Workbooks and PowerPoint presentation of key points

Package Weight: 14kg

The specific interests of the group, and the size of the group, may require the facilitator to apply some flexibility to the programme, therefore the workshop notes in the Facilitator Manual offers suggested timings and review processes. A confident facilitator may choose to alter these timings and use additional or alternative materials.

Facilitator presentation materials are limited to summary of key points, discussion topics and overviews of theoretical models used in the workshop.

Further reading material and suggestions of follow-up activities can be offered as support handouts following the workshop, at the discretion of the facilitator.

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Delivery

Product prices shown do not include delivery costs We use international and local courier services to provide a fast, secure and traceable shipping service to our customers. Typically we will ship within one working day of receiving your order (if received by 14.00 local time), and your goods should be with you wherever you are in the world within one week!

Returns

We provide a 12 month unconditional guarantee. If you have any problems with our materials, we will replace any defective parts, or you can return the product for a refund.

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