Customer service

Programme

 

 

Introductions, issue of learning points, overview

 

 

First activity: 'Hall of fame, hall of shame - who's better and who's worse?'

 

 

Slideshow: Ideas woth a close look

 

        Four things customers want

        Three brave questions to ask customers

        Four customer service promises

        The four 'r's of real customer focus

        Five levels of real customer bonding

        Nine signs of real customer service

        Four zones of customer service

        Five dimensions of service

 

 

Activity: Six types of customer

 

        We all have each of them - how can we manage them better?

 

 

Video: 'Give them the pickle'

 

         Plenty of learning from this, whatever your context

 

 

Activity: Four questions

 

         Identify and improve the truly significant customer issues in your organisation

 

 

Significant generalisations...

 

         On customer service, and on the management of complaints

 

 

Slideshow: Practical thoughts around service recovery

 

                 Four specific types of disloyal customer

                 Four parts to the service recovery model

                 Five ways to manage angry customers

                 Six common causes of complaints

                 Six things customers don't want when complaining

                 Six myths about complaints

                 Six things never to do when handling a complaint

 

 

Customer service diagnostic activity

 

                 So what specifically does it take to deliver truly exceptional customer service?

 

                 Let's round off the day with some clear answers to that question

 

 

Review and action planning

 

                 Three things you will do in a month to make today really worthwhile