This topic contains a range of tools to help you run a session on customer service skills.
Use this tool to identify a customer's journey, discuss the critical 'moments of truth' and decide an action plan to make the most of the 'moments of truth'.
Use this tool to identify the three mindsets in customer interactions, discuss how this model applies to the workplace and adapt delivery style to match the three different levels of expectation or mindset.
You can use this tool to identify the importance of a brand, recognise the emotional expectations of each brand and list what the emotional expectations and promise are of your delegates' own company brand.
You can use this tool to discuss what it feels like to be let down as a customer and to review a four step model of service recovery and apply it to the delegate's work place.
You can use this tool to discuss the RATER* model for service and use a scaling technique to grade participants' own service compared to this model.
You can use this tool to identify what great service looks like, design a bulleted list of what good or great service is and discuss an action plan of how to use what they believe great service to be.
This tool can be used to practise focused listening skills that are particularly relevant to dealing with customer complaints.
You can use this tool to identify traits you appreciate in your friends and link the transferrable friend traits to your customer service.
You can use this tool to identify service strengths and weaknesses and to create an action plan to make the most of strengths and weaknesses.
Use this tool to identify when you are robbing customers of their time and plan how to give customers back some of their time.
This tool can be used to discuss six coaching principles that are applied to leaders of customer service and identify some development areas for their management/leadership of their front line service people.