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Ten-Minute Customer Service

Media Type - Toolkit
Author - Andrew Rea

The 50 activities in the Ten-Minute Customer Service activity pack cover all types of customer contact, including face-to-face, telephone, letter and e-mail. These useful exercises have been specially designed to ensure that your customer service training sessions and briefings are full of life and with great learning. And as a part of the Ten-Minute Series, this resource is packed with short, punchy training activities that can be completed (with an action plan from delegates) in just 10 minutes! Fast and effective customer-service training – whenever you want it!

Topics covered include:

  • Defining customer service
  • Customer service skills
  • Benefiting from customer service
  • Managing customer service
List of Activities:

SECTION ONE: DEFINING CUSTOMER SERVICE


1. What is ‘good’ customer service?
Participants ‘rank’ typical comments made by customer to produce a definition of good service.

2. Who are our customers?
Participants define different groups of ‘customers’ (external and internal) and describe the value of those customers.

3. Experiencing excellent service
Using personal experience as a customer, participants differentiate ‘excellent’ service from service which is merely ‘adequate’.

4. Experiencing poor customer service
Groups of participants think about the advice they would like to give to organisations that have delivered poor service.

5. Customer pathways – inwards
Participants review the various ways in which customers have contact with the organisation – and the personal responsibility of staff to keep that pathway ‘clear’.

6. Customer pathways – the routes out
Groups of participants ‘map’ the different ways in which they have contact with customers and then consider the ways in which they influence the success of these contacts.

7. Leaders in the field
Participants look at organisations that get customer service right and ask ‘What can we learn from them?’

8. Setting the standard – letters
Participants consider and practise the ‘best practice’ of writing to customers.

9. Setting the standard – telephone
Groups of participants define and then demonstrate the ‘best practice’ of dealing with incoming telephone calls.

10. Setting the standard – face to face
Participants discuss and define the standards to be met when dealing ‘face to face’ with customers.

11. Setting the standard – e-mail
Participants demonstrate the ‘right’ and ‘wrong’ ways of communicating with customers electronically.

12. Mystery shopping

Groups of participants consider the measurable standards of customer service within the organisation.

13. Mystery shopping results

Participants look critically at the service offered within the organisation through the eyes of a ‘mystery shopper’.

SECTION TWO: CUSTOMER SERVICE
SKILLS  


14. Customer service skills

Participants define the personal skills and competencies of good customer service.

15. Developing the skills

Pairs of participants work to discuss how to develop the individual skills needed to deliver customer service.

16. Discovering customers’ expectations – learning to ask

Participants discover and share the power of good questions.

17. Managing customer expectations

Participants learn how to gain agreement with the customer on realistic expectations of the service on offer.

18. Exceeding customer expectations

Participants learn to delight customers with unexpectedly good service, and understand that it’s often the little things that make a big difference.

19. Educating customers
Participants look for opportunities to let customers know how to get the best service from the organisation.

20. Obstacles to customer service
Groups of participants learn the importance of understanding the things that can get in the way of excellent service.

21. Removing the obstacles
Participants consider how to take personal responsibility for removing some of the common barriers to excellent service.

22. Customers with special needs
Putting themselves in the place of a customer with a disability, participants consider what they want and what they do not want from the organisation.

23. Taking ownership
Participants accept personal responsibility for the delivery of good service.

24. First impressions
In two groups, participants consider how to create positive (and avoid negative) first impressions.

25. Meeting and greeting
Participants work in a ‘greeting circle’ – and gain confidence in making customers feel welcome.

26. Remembering names
Participants learn and practise a simple technique for remembering a customer’s name.

27. Radio alphabet
Participants learn and practise spelling names and addresses using the internationally accepted phonetic alphabet.

28. Smile!
Participants experience the difference a smile can make.

29. Make it fun
In groups, participants consider ways to enjoy themselves whilst delivering excellent customer service.

30. Challenging preconceptions
Participants consider ways of making sure that they do not let preconceptions about customers (name, appearance, and so on) get in the way of the service they give.

31. Difficult situations
Participants give themselves the right to handle situations that they find ‘difficult’.

32. Giving bad news
Groups of participants consider what to take into account when having to tell customers something that they do not want to hear.

33. Saying ‘No’
Participants offer customers an alternative to the ‘brick wall’ of refusal.

34. Angry customers
Participants think about how to handle angry customers to make the situation better rather that worse.

35. Handling complaints
Participants discover the ‘recipe’ for successful complaint handling.

36. Saying sorry
Groups of participants recognise that customers often react well to an apology, and practise the skill.

37. Goodbye for now
Participants find ways of ending an interaction with a customer on a ‘high note’.

SECTION THREE: BENEFITING FROM CUSTOMER SERVICE

38. Effects of good and bad service
Participants examine the long-term effects of delivering good service.

39. Cost versus Benefit
In two groups, participants weigh up the cost of delivering good service against the value of the benefits it brings.

40. Welcoming complaints
Participants see complaints as an opportunity rather than a threat.

41. Learning from complaints
Participants see opportunities to do things even better.

42. Creating leads
Participants spot the opportunities they can use to recommend other products and services.

43. Creating referrals
Participants use existing customers to recommend new customers.

44. Creating loyalty
Participants find ways to make customers feel loyal towards their organisation.

SECTION FOUR: MANAGING CUSTOMER SERVICE

45. Measuring customer service
Participants discover ways of measuring the levels and effects of the service being delivered.

46. Role modelling customer service
Participants think about ways in which a manager can be a living role model of customer service skills.

47. Getting ownership
Participants consider how to get staff to buy into the concept of customer care.

48. Observation
Participants consider how to write the ‘rule book’ on how to observe staff delivering customer service.

49. Giving feedback
Participants consider the dos and don’ts of giving useful feedback to staff and colleagues.

50. Coaching for improvement
Participants use a simple model to coach customer service staff.

  • Publisher - Fenman Training
    Support Material - Printed copy in ring-binder + CD-ROM • 50 Activities • 193 'OK to copy' pages
    Length - 415 pages
  • Download

      Download a sample activity

  • Pricing
    Price - INR 9,950
    Intl. Price - £ 150.00
    Stand Alone CD-Rom
    Price - INR 8,950
  • Stand-alone CD-ROM also available:

    The printed activity pack is also available as a stand-alone CD-ROM which contains the entire resource as a printable PDF, allowing you to print off pages from the CD as you wish. The content is identical. It also contains PowerPoint slides taken from the original pack.