• To provide staff with the tools required to achieve excellence in the customer experience within the area of support service.
• To work cross- functionally and cohesively as a team(s).
• To understand the support role as key in a professional approach.
• To manage own communication / team styles.
• To develop key Customer service and effective communication skills for a confident and client-focussed approach

By the end of this course, delegates will be able to:

• Recognise why customer care and effective communication are paramount as a driving strategic parameter in today’s business world.
• Develop a complaints handling procedure that strengthens the bond between the organisation and the customers.
• Be able to deliver a demand-led approach to business that recognises the poor standards of a supply-led approach to customer service
• Turn complaints into opportunities to delight customers and so grow customer loyalty.
• Develop assertiveness and good service mindsets and skill sets

• Team leaders
• Managers
• Technical managers and specialists
• Senior technical administration staff responsible for business development and marketing support

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;

• Lectures
• Workshop & Work Presentation
• Case Studies and Practical Exercise
• Videos and General Discussions

Introduction:

• Underpin practical tools and collaborative, practical nature of the day. Emphasis on application of tools and interactive, participatory nature of the day (not a lecture)
• Why we need effective customer care & communication skills
• Why customer service matters
• What do our customers expect from us?
• How does your organization shape up against customer service expectations?

Why we need Demand-Led Customer Service:

• Demand-led ‘v’ Supply-led approaches to Customer Service

Excellence & Quality in Customer Service:

• What do we mean by ‘excellence’ and ‘quality’ of service?
• Placed within the Organizational Context.
• Quality & Attention to detail
• Tangible & intangibles of quality approach

Benchmarking:

• EFQM as a benchmark. How FM staff fit into the matrix.
• Customer-facing roles and stakeholder mapping exercise to know my ‘customers’

Stakeholder Mapping:

• Identifying all our stakeholders.
• Determining their expectations.
• Implications on exceeding expectations.
• Customer relationship management

Customer Service Team Cohesion:

• Belbin Team roles…..what is my role(s)?
• Team Task Exercise (Helicopter Model Build).
• Controlled exercise and team debrief.

Forum Theatre & Case Study:

• Forum Theatre (role play)
• Case Study around client facing interaction. Facilitator plays role of customer / stakeholder and groups experiment in forum theatre style interacting with character played by facilitator using CRM techniques from earlier in the sessions.

Seven reasons for Failure:

• Understand why change is difficult to implement & what to avoid when moving the team towards a customer service change approach (reference for delegates)

Overcoming Resistance:

• Understand what motivates people and how to overcome inevitable team member resistance to customer service change. Managing staff through the change curve.

Road to Success:

• Tool for leading their teams through CRM change and building sustainability into the process for better improved service support

CRM Tools:

• Overcoming cognitive dissonance among clients and customers
• Measuring customer satisfaction using qualitative / quantitative metrics (Moments of Truth).

Listening to Customers:

• 80: 20 Ratio
• Active Listening Skills – 3 x Levels of listening
• Building relationships
• Diagnostic Listening

Effective Customer Communicating:

• Effective written communications to customers
• The Readability Index

Assertiveness and Good Service:

• Dealing with customer complaints
• Diffusing anger and creating damage limitation

CDGA attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration.