The Standard customer service workshop draws heavily on the excellent ‘Delivering Service Excellence’ programme. It can run over one full day, or two part days and is highly interactive.  Here is a list of the key sections:

  1. Customer expectations/customer focus: Interactive, stimulating and fun. This session puts you in the customer’s shoes to discover what great service really means to them and how to exceed their expectations.
  2. Maintaining positive attitudes: Having a positive attitude can have a huge impact on how we feel about ourselves and others. This session looks at how to think positively, be confident and how to stay that way when dealing with customers and colleagues.
  3. Customer Feedback: This very practical session looks at ways of effectively handling positive customer feedback, complaints and enquiries.
  4. Continuous Improvement: We end by showing how we can keep delivering outstanding customer service and commit to four positive actions you will implement once you’re back at work.