Customer care
Featured in the The Essentials of Management training manual
By Eddie Davies
Category: Management
Credit price: 4 download credits (Single user)
This training activity will enable participants to make sure they manage to be responsive to the needs of there customers.
You start the training activity with a discussion which helps participants define what is meant by the term ‘Customer Care’. They then work in small groups on an exercise in which they identify the benefits of customer care and the difficulties and objections to its introduction. Next, you introduce the concept of the customer service chain and how staff who have direct contact with the public are dependent on the service and information they receive from within the organisation. This section ends with the participants developing a list of the goods and services they supply to internal and external customers. You now move on to consider the participants’ experience of both good and poor customer service. The impact of that service is considered, which leads to a perceived image of an organisation by its customers. Four categories of organisation are reviewed, and participants rate their own and other sections in the organisation against the four categories. Following an optional review of customers’ perception of their organisation as gauged in a customer satisfaction survey, you then introduce participants to the CRASH test (a method for measuring customer care). Participants develop ideas for improving performance in each of the CRASH elements. Finally, you introduce the group to five main elements of customer satisfaction. Participants draw up an action plan to help their section improve the level of customer satisfaction. Each action point is considered by the group and the trainer checks that it is feasible, that it has a time deadline, and that there is a person responsible for taking that point forward. Individuals finish the training activity by making their own action plan on what they will do when they return to work.
Who is it for: This training activity is intended for use by trainers to ensure participants manage to be responsive to the needs of their customers.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 03:10:00 |
| No of Pages: | 23 |
Resources: View standard resources for Fenman training activities
Additional resources: Copy of relevant customer attitude survey.
Purpose: This training activity is intended for use by trainers and is applicable to managers of sections in all organisations that offer a service. As it focuses on the importance of internal as well as external customers, it can be used for managers and their staff who do not have direct contact with the public. In addition to general management and leadership learning events, it could be used as a foundation for a focused session on customer care or other related topics such as telephone techniques or sales training. This activity has been designed to stand on its own.
Download the training activity, Customer care as featured in the Fenman training manual; The Essentials of Management