Sustaining a customer service focus
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 4 download credits (Single user)
Having worked through the ‘Excellent Customer Service’ training activities and introduced a customer-service culture in the team, you might expect to have completed your work on customer service. However, there is always the possibility that the first burst of enthusiasm may die down and customer-service problems may re-emerge. You may also find that changes occurring in the demands and needs of customers or providers can lead to customer-service levels dropping dramatically. This session gives the team the chance to take a step back and assess whether customer service has become ‘a way of life’ in the organisation or whether it has ceased to make an impact.
First, you take time to identify the signs of a successful customer-service initiative with the team. Then, you ask them to compile a list of organisations they feel are typical of those which provide excellent customer service, together with the reasons why. The team look at the barriers they may confront when implementing a customer-service focus and examine ways in which the barriers could be overcome. You stress to the team the importance of remaining alert and avoiding complacency. Then, they complete a checklist of possible situations where they may have to revisit their own customer-service culture. You conclude with the message to the team that they must continue to reassess their levels of customer service if service is to become a way of life for them.
Who is it for: This training resource is intended for use by trainers to teach participants how to make customer service a way of life.
- Themes:
- Benchmarking,
- Planning,
- Problem solving,
- Questioning,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 24 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as a chance to reassess the impact of an ongoing customer service initiative
Download the training activity, Sustaining a customer service focus as featured in the Fenman training manual; Excellent Customer Service