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Seb Anthony

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customer service for a 1-2-1 session


I'm going to be training either one or two delegates and I need to cover off customer service skills. I have lots of exercises for larger groups but find these activities wont work on a 1-2-1 basis. Does anyone have any tips for such a small group?
Jane Hodgson

5 Responses

  1. Use their own examples
    Hi Jane

    An exercise I do with both small and large groups is to ask them for examples of excellent customer service that they themselves have received – and I often chip in an example or two of my own. From that we can begin to draw out what precisely differentiates the fabulous from the mediocre. These inevitably turn out to be those which cost little or nothing to provide and yet mean so much to customers. If you want to discuss please email me.

    Good luck.


  2. MOTs
    Another activity that works just as well with small numbers is to get them to look at the MOTs…
    MOTs are Moments Of Truth; any event that gives the customer an impression of the organisation. This can be anything from the amount of time they spend listening to Greensleeves when calling to place an order, to the physical appearance of the delivery driver and vehicle when it arrives.

    Get them to list all the MOTs and to assess what they personally do to actively make those MOTs positive.

    If they are managers you can ask what they personally do to help their staff make them positive experiences.

    If they are directors you can ask what the organisation does etc
    (in these days of outsourcing the answer to the last one is quite often “Nothing, we pay XXXX to do that”)

    Good Luck

  3. Flip it!
    Following on from the other uggestions made, how about a flip chart round robin about what excellent customer service is? Or what skills and attributes a customer services person should have?

  4. One to one customer service

    The majority of training I carry out seems to be on a one to one basis and I also have to cover customer service.

    I totally agree with the other suggestions about generating discussion, it works fine with just one person (or two if you are lucky!)

    As part of my session, I also cover things like listening skills and questioning skills. For listening I have a light-hearted quiz (which I can send you if you like?) and for questioning we play guess who.
    I print off a couple of pictures of famous people and hide them (at the moment I use David Beckham and Marge Simpson) and for the first person my delegate can ask me 20 closed questions about who it is and then try and guess at the end. Then for the 2nd person they can ask me 20 open questions, and then guess.
    As you can imagine, they guess the 2nd person very quickly, demonstrating the difference between the two types of question.

    Hope that helps.



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