Customer service skills

This topic contains a range of tools to help you run a session on customer service skills.
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Identifying moments of truth
Use this tool to identify a customer's journey, discuss the critical 'moments of truth' and decide an action plan to make the most of the 'moments of truth'.
Dealing with different customer mind-sets
Use this tool to identify the three mindsets in customer interactions, discuss how this model applies to the workplace and adapt delivery style to match the three different levels of expectation or mindset.
Customer service leadership
You can use this tool to identify the importance of a brand, recognise the emotional expectations of each brand and list what the emotional expectations and promise are of your delegates' own company brand.
Service recovery
You can use this tool to discuss what it feels like to be let down as a customer and to review a four step model of service recovery and apply it to the delegate's work place.
Five elements to satisfy customers
You can use this tool to discuss the RATER* model for service and use a scaling technique to grade participants' own service compared to this model.
Great customer service
You can use this tool to identify what great service looks like, design a bulleted list of what good or great service is and discuss an action plan of how to use what they believe great service to be.
Practising focused listening
This tool can be used to practise focused listening skills that are particularly relevant to dealing with customer complaints.
The crucial first seconds of customer contact
Use this tool to experience the displeasure of being 'displaced' and to consider this in relation to customer service.
Negative assertions and negative enquiry techniques
Use this tool to discuss the use of empathy when serving customers and practice a focussed assertiveness technique.
Assertive skills for customer service solutions
Use this tool to identify what assertiveness is and practice using assertiveness when dealing with a basic service issue.
Linking friends to customers
You can use this tool to identify traits you appreciate in your friends and link the transferrable friend traits to your customer service.
Good days and bad days
You can use this tool to identify service strengths and weaknesses and to create an action plan to make the most of strengths and weaknesses.
The gift of time
Use this tool to identify when you are robbing customers of their time and plan how to give customers back some of their time.
Leaders of customer service
This tool can be used to discuss six coaching principles that are applied to leaders of customer service and identify some development areas for their management/leadership of their front line service people.
Customer service brilliant basics and magic touches
This tool can be used to share examples of magic touches that your delegates have experienced and to identify what customers want from customer service agents.
Identifying the past, present and future of our service
Use this tool to share the history, present and future of a company's service and complete an informal 'gap analysis' using picturing.