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
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