Customer Service

“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them” (Kevin Stirtz)

Are your customer facing teams in need of a “rev up” when it comes to the service they provide to your customers?

This half day programme contains everything you need to give your people – no matter what their current level of experience – a highly impactful workshop which will refocus hem on the importance of delivering excellent customer service time after time.

The session covers the following areas:

  • An experiential reminder of what it’s like experiencing good and bad service.
  • A quick-fire exercise to ‘walk in the shoes’ of the customer, plotting a typical journey through your service or product to identify all the opportunities to delight or disappoint.
  • Forum Theatre sessions using professional actors, mirroring real life customer service situations.  This powerful learning format gives individuals the opportunity focus on performance improvement through controlling the action using a stop/keep/start approach – without the need for uncomfortable and unrealistic delegate roleplays.
  • Confidence booster activity that supports individuals to recognise what they “can do” to influence and shape the customer experience.
  • “So What” session that brings the learning together and encourages individuals to consider the things that will make a difference and delight customers. 
  • Ideas collection to stimulate fresh thinking and gather essential insights from the customer facing teams around the blockers and enablers to customer service excellence. 

We have recently supported over 500 team members at a UK international airport with this programme and here are some of their comments:

“Really good course – well done.  Really enjoyed every activity”

“Great workshop, helps motivate staff and develop our sense of belonging in the workplace.  We are all one team!”

“Absolutely brilliant – thank you”

“The best and most engaging workshop I have ever done – viewing rather than doing role plays was an excellent change”