I have been asked to put together a workshop for our customer services department.
The area's identified that need to be covered are:
telephone skills,
customer complaints,
dealing with difficult customers, and, how to give excellent customer services.
If anyone has anything they are willing to share on theses topics
I would really appreciate it!
Many Thanks,
Sarah
[email protected]
0121-568-1704
Sarah Leahy
4 Responses
Customer service material
Hi Sarah
Andrew Gibbons has some great material on http://www.andrewgibbons.co.uk
There is also material available at http:www.learningresourcesunlimited.com and http://www.trainerbase.co.uk
Mike
Please give me a call
I am currently delivering a series of workshops for a large manufacturing company, including exercises in the areas you identified. Please call me on 01869 255790 and I can talk through what I am doing if you like. Regards Trevor
Chris Daffy
Hi Sarah
We’ve used a lot of material produced by Chris Daffy. I’d recommend his book “Once a Customer, Always a Customer (and I’m not on commission).
We’ve changed the focus of our internal initiatives more towards behaviours and emotions, how would the customer feel about this? Rather than how our internal processes work.
Good luck with your learning design. Happy to discuss if you think that it would be useful.
Regards
Tony
Customer Service training
Hi Sarah
Good luck with the workshop. You may find some useful material on my website http://www.abctrainingsolutions.biz. Roll over the ‘Trainer Free Stuff’ on the top tool bar and follow the links into ‘Customer Service’ and ‘Telephone Skills’.
Happy Days!
Bryan