CRG Training and Consultancy
CRG Training and Consultancy

Developing you to where you want to be and beyond

Customer Service Excellence

The Project:     Customer Service Excellence       

 

The Brief:

The HR Directorate within our client was undergoing a restructure which would result in a 'one call' service being set up, predominantly to service internal customers. A training provider was being sought with the relevant skills and experience to further develop those in the service centre in line with their new roles and responsibilities.

Our brief was also to explore what 'customer service excellence' looked and felt like with the team to create a shared view and understanding of this that would be taken further.

 

The CRG Training and Consultancy Solution:

We met with our client and discussed a number of areas on which we could focus. The following formed the focus of a one day bespoke workshop:

 

Dealing with telephone calls and emails effectively

Building a customer charter

Managing customer expectations

Dealing with conflict and difficult situations

Pre-empting and taking ownership of queries

Ending transactions clearly with a sense of where responsibility for actions lie

Creating ideas for improving customer service

 

We used our CRG Customer Service model as the foundation for the course and explored how attitude and behaviour impact on the customer experience alongside tools and techniques such as using positive language and managing customer expectations. We then gave the delegates the opportunity to work on improvements to their own or standard emails and letters which they then took back to the workplace.

 

Customer Feedback:

Course Content:      9.0/10

Trainers:                  9.3/10

 

'I have learned to think about my response before I answer; put myself in the customer's position and think about how they feel.'

 

'Learnt how to pre-empt follow up queries.'

 

'Very valuable. Challenged my current perspective of what good customer service is.'

 

'It made me aware of how to phrase and word email responses better'

 

'It has made me appreciate what the customer is looking for/expects and helped in terms of delivering that.'

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