Duration: 90 minutes
Bite Sized Training: Customer Service Diagnostic Tool
A set of trainer notes, diagnostic tool and debrief to introduce the main aspects of behaviour that contribute to excellence in customer service, be this external (the way we interact with clients and customers) or internal (the way we interact with managers, colleagues and cross functional staff). It gives visibility to Service Providers of the main skills and qualities of exceptional service providers, based on many years of observing people at work and discussing with job holders and managers the things that differentiate good from exceptional service.
The product features the ‘How Good A Service Provider Are You?’ diagnostic tool in which delegates assess themselves (and then get feedback from a partner) against 16 behavioural indicators on a 1-6 rating scale.
The tool can be used as a ‘stand alone’ assessment and performance management tool (e.g. in a performance review meeting) or as part of a ‘bite sized’ training session. For the second option, full trainer notes are included.
A Copyright Waiver Licence is included in the price, so that materials may be adapted to suit your own / organisational needs.
People have said about us...
”What excellent materials - I’m very impressed - and I don’t say that lightly”
Duration
Allow up to one and a half hours. The resource can be used as a ‘stand alone’ training session, or as part of a larger workshop on a variety of topics that may include telephone skills, assertiveness, questioning skills, listening skills and dealing with difficult customers.
Price includes copyright waiver licence.
About the Author
Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 20 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development.
He has designed training materials for a number of well known companies including esure, R.A.C., Nuffield Hospitals and Mothercare.
