Customer service in organisational development
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, the team get an opportunity again to focus on customer service within job design and development. This session concentrates on the importance of designing quality into people’s jobs, with particular reference to training and appraisals. By the end of the session the team will have a set of guidelines that will 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. If ‘Job design for customer service’ has not been completed, the team discuss the relevance 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. If ‘Job design for customer service’ has been completed, they move straight on to discuss training design. Next, the team take a look at the importance of building customer service into training design, before going on to consider incorporating customer service into appraisals. The team specify individual customer service targets to be assessed against during appraisal. Finally, you summarise the session by stressing again the importance of incorporating customer service into job design, in particular into training and appraisals.
Who is it for: This training resource is intended for use by trainers to help participants learn how to design quality into training and appraisals.
- Themes:
- Creative thinking,
- Planning,
- Problem solving,
- Reaching consensus,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:20:00 |
| No of Pages: | 22 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as part of wider customer service programme, or as a session to be used in conjunction with ‘Job design for customer service’, to incorporate customer service into job descriptions, training, appraisals, advertisements, person specifications and competencies
Download the training activity, Customer service in organisational development as featured in the Fenman training manual; Excellent Customer Service