Customer service training - Initial brief
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 3 download credits (Single user)
Everyone has customers, whether internal, external or both. Customers have expectations that are often set by their experiences with other teams, or in other sectors or organisations. These expectations evolve continually and you need to take steps to ensure that the team are able to deal with these growing expectations. Moreover, the manner in which services are delivered is often as, if not more, important than the service itself. In this training activity, the team are introduced to the concept of customer service and the stages they will go through in introducing a customer service focus.
You begin by explaining the process of the training activity – to introduce a process for building a customer service focus team – and outlining what excellent customer service is about. The team brainstorm the reasons why it is important to offer good customer service to customers and discuss their conclusions with you. You discuss with the team the important questions they should be trying to answer when looking to introduce a customer focus. This discussion is completed with a look at ‘Nine stages to a customer service focus’. The meeting concludes by highlighting the key learning points.
Who is it for: This training resource is intended for use by trainers as an ice-breaker session designed to introduce the customer service programme and familiarise team members with some of the concepts and processes they will be exploring.
- Themes:
- Planning,
- Strategic planning,
- Strategy development,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 01:20:00 |
| No of Pages: | 20 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as an ice-breaker activity to introduce the team to the process of developing a customer service focus.
Download the training activity, Customer service training - Initial brief as featured in the Fenman training manual; Excellent Customer Service