90 minute, half & full day workshops

Strategic Customer Service
Training Courses

If you want a comprehensive customer service strategy that consists of best practice, these training courses will be an excellent starting point.

Often customer care attention is concentrated on the front line, with perhaps little regard to an intregrated strategy across the organisation. But if you want a high quality service at every point of the customer journey, a customer care strategy is essential.

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Strategic Customer ServiceCourses Content

Customer service strategic grid

A comprehensive and integrated approach to high quality customer service across every aspect of product or service delivery.

TFG & AV: the cornerstones of customer service excellence

Taken For Granted and Added Value: all customers require the former, and are delighted by the latter. Unless an organisation knows its customer expectations, then a failure to deliver them will only result in customer disappointment and complaint - either to the organsition or (just as likely) to colleagues, family and friends - which in many cases is often worse...

The Everest of excellence

How to use the two concepts of TFG and AV to continuously deliver and improve excellence. Having understood the concepts, and their importance, participants will work through a case study to put both into practice.

A customer care culture

Some outstanding organisations seem to have 'customer service excellence' hard wired into the organisation. This tends to be the outcome of a range of organisational activities, such as recruitment and selection, training and development, codes of practice and core values converted into behaviour. In other words, a strong customer care culture is not accidental, but designed.

Marginal gains (LTMABD)

Little things make a big difference... and they really can make or break success. Proven time and again by the best of the best... now it's your turn!

Who is customer service management training for?

Our strategic customer service training courses are deal for anyone that wants to provide excellent customer service from top to bottom, and wishes to start with a strategic focus to ensure high quality consistency throughout. It is particularly helpful for anyone who wants to:

 - learning outcome Use a strategic approach to build a comprehensive and high quality customer service
 - learning outcome Ensure all staff members know their responsibilities for customer service excellence
 - learning outcome Encourage all staff to provide ideas for customer service improvement.

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Strategic Customer Service ManagementTraining Activities

The shortest course explains the customer service grid as the main strategic approach to use, and takes participants through a worked example; participants then pair up to work through their own examples. The half day course introduces the metphor of blackpool rock and the idea of marginal gains, and participants explore opportunities of finding such gains in their own organisation, and explore the benefits of generating a customer care culture. The full day allows each participant the opportunity to create an organisation-wide strategy and an action plan to build a customer service culture.

Never 'death by powerpoint'

We always provide a variety of learning approaches in each of our workshops.

Each workshop typically includes learning input from the trainer, supported by a range of mixed media, interactive elements, discussion and group work. Most workshops also include case work and practical skill-development activities to apply the learning, with more time dedicated to this in the longer courses.

'Want more?' resource pack

In addition to providing a copy of any slide deck, we always provide a ‘want more’ section, of curated resources including book summaries, podcasts, downloads and articles.

learning recap quiz
core learning input
tools & templates
‘real life’ casework
casework
paired activities
action learning set
group activities
The course was over too quickly, and had definitely whetted my appetite. The ‘want more’ section was a brilliant additional support, allowing me to explore the topic further.

What are the benefits of customer service management training?

A consistent an integrated approach to customer service
Strong reputation for providing customer service excellence
Confident staff who know what's expected of them
Satisfied and loyal customers

Customer Service Training Course Frequently Asked Quesitons

Won't consistency prevent helpful individual responses?

Not if the consistency focuses on end result, or outcome - ie customer satisfaction. Then different approaches can all be suitable, as long as they deliver what the customer requires.

Might it be more cost effective to identify and train those who are poor, than train everyone?

Perhaps - especially if you have a large workforce and most have high customer service skills already. But it still may be useful to create and promote a customer care culture, to reinforce how important customer service is.

Do your courses focus only on external customers?

Good question, and the answer is no. In simple terms, everyone any member of staff comes into contact with should be treated as a customer of that staff member's service - whether an external customer or visitor, or colleagues, team members, partners or stakeholders.

Which of these strategic customer service trainingcourses should I attend?

The shortest, 90-minute course provides a thorough introduction to, and example of, a key strategic approach; this is built on in the half day course, which also introduces the idea of marginal gains, and building a customer care culture. The full day provides all the above, plus the opportunity for participants to build an outline action plan to create a customer care strategy and culture.

Related courses & resources...

Book Review:

by Kirsty Bashforth

The book takes you through the key stages of building and maintaining a corporate culture, and there are scores of case studies to provide examples.
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