With such a short time to present this I’m struggling a little to come up with something that will have a “High Impact”.
I’d greatly appreciate any suggestions or direction to an appropriate website.
Got to have it ready by 4pm tomorrow.
Any assistance would be welcomed.
Sandy McLachlan
I'd greatly appreciate any suggestions or direction to an appropriate website.
Got to have it ready by 4pm tomorrow.
Any assistance would be welcomed.
Sandy McLachlan
2 Responses
Customer Service
Try this…Ask the team to each identify one positive or negative experience as a customer(internal or external)BUT in their replies/feedback,they must wrap the incident/experience around one of the following factors which impact on CUSTOMER CARE,
Attitude-including any equality/diversity dimensions
Communication- written/spoken/face to face
Management Failure-to train/motivate
Systems and PRocedures-inflexibility
IMage-environmental
Another good one to use..design a user friendly OR unfriendly organisation where all the foregoing factors feature
Good luck
Bill
chadwick@bill81.fsnet.co.uk
visual impact
I agree with William Chadwick – identifying personal experiences of good/bad customer service works really well and from my experience really puts things in context for CS staff.
If you want something really lighthearted and fun – perhaps as an introduction to training – split the group into groups of 3-4 and ask them to draw on flip chart paper the animal they believe best represents a great customer service advisor (typical egs are owls because they are wise, dolphins (intelligent and popular) and even ants – hard workers pulling together as a team, get a lot done etc but hardly noticed! Plus of course various combinations!
Hope this helps