Job design for customer service
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 4 download credits (Single user)
In this training resource, team members have an opportunity to focus on customer service within job design. The training resource concentrates on the importance of designing quality into people’s jobs and how to do it in four specific areas – competencies, advertising, person specifications and job descriptions. By the end of the session, the team will have a set of guidelines to enable them to build a customer service focus into the jobs in their organisation
You introduce the training resource by explaining to the team the relevance of the session to customer service and the practical exercises that it will involve. You discuss the relevance of the session of knowledge-based and skills-based competencies within customer service. The team are given the opportunity to produce a list of relevant competencies for their own workplace. Next, the team discuss building customer service into job advertisements, before moving on to cover person specifications. They are given the chance to draw up a person specification for their own job. The essential elements of job descriptions are discussed next and the team draw up individual descriptions to incorporate key customer service elements. Finally, you summarise the training resource by reviewing a number of ways in which the learning points of the session can be put into place within their own teams.
Who is it for: This training resource is intended for use by trainers to help participants learn how to design quality into people’s job descriptions, person specifications, advertising and competencies.
- Themes:
- Communication,
- Creative thinking,
- Quality,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 03:20:00 |
| No of Pages: | 32 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as part of a wider customer service programme, or as a session that can be used in conjunction with ‘Customer service in organisational development, to incorporate customer service into training, appraisals, job descriptions, advertisements, person specifications and competencies
Download the training activity, Job design for customer service as featured in the Fenman training manual; Excellent Customer Service