Essentials of customer service

A three-hour workshop, a great refresher to revitalise and energise the team

• Tales from the Crypt – identify what really differentiates OK service from “Great” service and the importance of attitude in service delivery.

• Customer expectations- discussion of perceived v real needs of the customer.

• What business are we in? – the importance of not being complacent.

• The Four Levels of Service.

• Mission Possible – participants work together to create a mission statement for the This activity helps to bring a new sense of meaning to work.

• The importance of first impressions.

• Heroes and Villains – learners complete a personal reflection activity which provides individual team members with feedback about how the service they personally deliver may be perceived by the customer.

Mug of tea