"Ever anxious to please ......"

What?

For anyone who interacts with customers.  One delegate in service excellence course one remarked, "customers should go on a course to learn how to behave in shops."  At the time he worked for a large retailer ...

Why?

•To share and explore issues that relate to providing service     excellence for customers and stakeholders 

•To understand situations and customer needs from a variety of perspectives

•To consider how attitude and behaviour can impact on any situation

•To develop and practice skills which will support positive customer experiences and inspire us all to 'go the extra mile' to deliver an outstanding service

How?

Depending on the required learning outcomes, learners may take part in a simulated auction where a series of lots are offered that represent the skills, attitudes, knowledge frameworks and behaviours often associated with good customer service.  Teams bid for the lots they consider most relevant allowing discussion about the values and beliefs each person holds in relation to customer care.

In an interactive case study, learners can observe how attitudes similar to their own can be perceived by customers.  The emotional engagement is powerful.  The characters in the scenario are trying to do a good job.  They know what they should be doing but sometimes, things get in the way!

Freda was sure that the two people standing in front of her were unable to understand even the simplest of explanations about the product ... 

All of our courses are bespoke and originated following extensive research. The information given here is for guidance only - the characters in the example situation are fictional. Any likeness to real people or situations is purely coincidental.