Hello, can anyone recommend a good website/resource where I may find/buy ready-made short, interactive customer service activities that could be used as a follow up to a major service initiative. The activities would be 15 - 20 minutes long, focus on different aspects of customer service e.g. body language, offering greetings, engaging customers etc. The plan is for a manager to run/deliver these activities as part of regular team meetings to help keep the focus on service 'alive'. Thanks
5 Responses
Suggestion
Hi Alison,
How about running a Community of Practice? We do this for our manager development programme. Once a month the group meets (however many can make it) and discusses a particular challenge they have experienced or they expect to have to deal with. It can be something really major or a tiny granular problem (or success!)
We collect suggestions for topics during the week before and take 20 minutes or so to discuss each one with the group. The aim is to find a solution to a problem or find ideas on how to deal with new situations.
You might ask people to share how they dealt with a difficult customer and celebrate their success with this or allow the group to make suggestions on how to improve that particular reponse.
Our members have found it useful to share real experiences with each other. They discover how much they already know and learn from the experiences of other group members. Using real experiences is much more valuable than made up ones.
Kind regards,
this isn’t exactly what you have asked for…..
http://learn.gotomeeting.com/NE-G2MC-collab-WP-from-good-to-awesome-TY
it is a short ebook in pdf format with some links to other websites
….but it does give some really good examples of great service and appalling service turned round
I hope that helps
Rus Slater
PS have a good weekend
Thanks Rus for this link –
Thanks Rus for this link – looks interesting!
Hello Sophie, thanks for your
Hello Sophie, thanks for your response and good idea. I agree real experiences are far more valuable.
Training resources
Hi Alison
You can use body language courseware, or customer service courseware to cover the topics.
There are also a lot of training exercises here which you may consider depending on the size of the groups and the time you have.
Hope these help.
Ehsan Honary