Getting the message across
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 4 download credits (Single user)
To achieve excellent customer service, we need to learn to communicate effectively with our customers. It is not enough simply to say, ‘Please’ and ‘Thank you’. Communicating with customers involves creating the right impression, having the right attitude and providing a better service than anyone else. This training resource focuses on three basic ways of communicating with customers – in writing, face to face, and over the telephone. Team members are encouraged to evaluate their skills and make changes to their behaviour.
You introduce the training resource by talking about the need for the team to concentrate on their communication skills and highlighting the three main areas to be covered – written, face to face, and telephone communication. You lead a discussion about when it is appropriate for the team to use written communication and encourage feedback in the form of examples of written communication they use regularly. The team look at their own communication skills and the key rules to remember before putting the theory into practice. Next, the team think about when it is appropriate to use face to face communication and assess their current skills in this area. After identifying the key rules to remember, the team complete a case study to reinforce the key learning points so far. The team then look at when the telephone should be used as a means of communication. Again, they test their own knowledge, specify a set of key rules to remember and work through a practical example of a telephone call they have made recently. Finally, the team put together individual and team action plans.
Who is it for: This training resource is intended for use by trainers to help participants learn how to communicate with their customers.
- Themes:
- Communication,
- Creative thinking,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 04:20:00 |
| No of Pages: | 48 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as a stand-alone training activity to improve the communication skills of the team.
Download the training activity, Getting the message across as featured in the Fenman training manual; Excellent Customer Service