- Shop Products & Services
Posts
-
What's the right setting for delivering Experiential Learning content?
In the blog I wrote last month I tried to address some of the assumptions about experiential learning that seem to be getting in the way of people including elements of this approach in their programming. It seems that the most pervasive of these assumptions is about the physical spaces that are needed to deliver effective experiential content. To ...
Read more...
-
Are your assumptions about Experiential Learning getting in the way of a breakthrough in performance?
My friend and colleague Graham Cook is heading to Florida later this month where he'll be delivering a session at Training Magazine's 'Training 2024' conference and exhibition. His session is titled 'How to Design Behavioral Change Using Experiential Learning Activities'. I'm not going to be alongside him for this conference but that doesn't mean I...
Read more...
-
Continuous Professional Development for Focused Experiential Learning
Most good trainers and facilitators I meet tend to have a strongly developed intuition about the needs of others. It doesn't take long for them to get to understand what will help a student to learn, and how learning material needs to be presented to make it easier for that learning to take place. As these trainers and facilitators become more ...
Read more...
-
What's The Best Seasonal Gift You Could Give?
It’s a question I often read around this time of year, and it inevitably provokes responses from extremes of opinion. There are those who go full-on consumerist and suggest expensive cars, jewellery, homes etc, ideas that are balanced by those who reject these ideas and suggest good health, happiness, close family etc.
So, as I&rsquo...
Read more...
-
How do facilitators work with groups who have had an 'easy win'?
There were some interesting responses to last month’s blog which considered how to handle a session where your group are unsuccessful at completing the experiential task you have set them. For some people this was accepted as very sound advice, and it seems to have taken away some of the ‘fear of failure’ that was out there. ...
Read more...
-
Toggle Nav
Working with a Customer Focus Workshop
Learning Focus
- Change Management
- Customer/Supplier Relations
- Diversity/Cultural Awareness
- Effective Communication
- Resilience
- Working with Conflict
Group Size
6 - 16
6 - 16
Duration
Up To a Full Day
£699.00
The Working with a Customer Focus Workshop provides all the training activities, materials, and facilitator information needed to run a full day workshop around customer service skills.
These workshop materials enable you to work with learners to use their own experience of being both customers and suppliers, and their ability to see things from the customer's perspective so that they can begin to identify improvements to their own personal, team, and organisational approaches to great customer service.
The style of this workshop is highly interactive and is based on small group practical work, reflection and discussion. Presentation materials have deliberately been kept to a minimum as the design of this workshop means that participants are actively involved in exploring their own experience and learning and not simply receiving instruction and trainer input. Therefore, presentation materials are limited to summary of key points, discussion topics and overviews of theoretical models used in the workshop.
Downloads
- To identify who your customers are and what they expect from you
- To explore the challenges in meeting these expectations
- To identify what individuals and teams can do to ensure customer expectations are exceeded
- To develop behaviours that promote high levels of customer satisfaction
- To apply the learning to real life examples
- To develop an individual or team action plan to take the learning forward
- To resolve and manage customer conflicts
- To understand both customer and supplier needs in order to build on customer suppler relationships
This is a one-day (7 hour) customer service training workshop that can be delivered independently or as part of a sequence of workshops around management skills, as we offer five more one day workshops in a discounted package (which can be seen below). This workshop is ideal for an intact team, a cross-functional team from the same organisation or a remote team, even including home workers. It could also be appropriate to individuals who are not working in teams but share similar customer service roles.
The workshop contains two customer service training activities, which are also sold seperately, and can be used independently of the workshop;
You are one of a number of participants in this activity where you find yourself being both the customer and the supplier, managing the demands of being in an internal supply chain.
An engaging customer service training activity to provoke discussion and encourage learners to consider the emotions and responses related to good and poor customer service skills. This activity is possible to be delviered with remote learners.
Workshop Contents:
2x Images of Customer Experience, 2x Chainlink activities, 4x sets of 'The Customer Gateway' activity, 4x sets of 'Dealing with Difficult Customers' cards, Facilitator manual, 1x USB Stick with Participant Workbooks and PowerPoint presentation of key points
Package Weight: 14kg
The specific interests of the group, and the size of the group, may require the facilitator to apply some flexibility to the programme, therefore the workshop notes in the Facilitator Manual offers suggested timings and review processes. A confident facilitator may choose to alter these timings and use additional or alternative materials.
Facilitator presentation materials are limited to summary of key points, discussion topics and overviews of theoretical models used in the workshop.
Further reading material and suggestions of follow-up activities can be offered as support handouts following the workshop, at the discretion of the facilitator.
Write Your Own Review
Delivery
Product prices shown do not include delivery costs We use international and local courier services to provide a fast, secure and traceable shipping service to our customers. Typically we will ship within one working day of receiving your order (if received by 14.00 local time), and your goods should be with you wherever you are in the world within one week!
Returns
We provide a 12 month unconditional guarantee. If you have any problems with our materials, we will replace any defective parts, or you can return the product for a refund.
We found other products you might like!
