Where does customer service fit in?
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 4 download credits (Single user)
Your team do not work in a vacuum; they are part of a larger organisation with wider goals and aims. Good customer service results from the organisation as a whole pulling in the same direction and presenting a clear, positive message to customers. In this training activity, the team learn how to use the ‘Service Centred Analysis Tool’ (SCAT) to rate the extent to which the organisation as a whole is customer or service focused.
You outline the purpose of the training activity – to learn about a tool the team can use to analyse the organisation as a whole and determine the extent to which it is customer-service orientated. You introduce the ‘Service Centred Analysis Tool’ (SCAT) and explain how it works, before giving the team the opportunity to practise using the tool on another organisation of their choice. The team then go away to use the tool to analyse their own organisation. A time period is agreed for them to complete their analysis. When you get together again, the team’s conclusions are discussed and SCAT action plan produced. You conclude the training activity by highlighting the key learning points.
Who is it for: This training resource is intended for use by trainers to help participants learn how to examine the context in which the team operate and pinpoint any organisational issues likely to affect the way in which the team serve their customers.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 03:20:00 |
| No of Pages: | 26 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as a means of highlighting issues that can’t be addressed directly by the team but which can affect their ability to provide excellent customer service. This training activity works well as part of the introduction of a customer service culture, or as part of a training programme on customer service skills, by encouraging discussion of external issues and preventing them from distracting participants during the rest of the programme.
Download the training activity, Where does customer service fit in? as featured in the Fenman training manual; Excellent Customer Service