Delivering a Positive Customer Experience - Virtual Workshop over 2 days

Delivering a Positive Customer Experience (Through a Focused Business Experience)

1st Part: 1 July 2020 10:00 - 11:30

2nd Part: 8 July 2020 10:00 - 11:30

Venue: WEBINAR via Teams

If you are interested in joining this workshop, please register your interest via emailing amickley1@mib.org.uk and joining instructions will be provided to you.

Virtual Training Overview

There is a view that if we deliver excellent internal customer service, we are more than half-way to achieving the level of external customer service that we strive for. So often we are in danger of letting our internal customers down without thinking of the wider impact. ‘Looking at what we can do rather than what we can’t’, ‘Going the extra mile’, ‘Adding value’ etc. etc. are all great sayings but living up to them is a different matter.

This virtual training programme starts by identifying the principles of excellent customer service. From there it looks internally at what we as individuals, and as part of a team, can do to create a positive environment for customer service. There will always be customer complaints, however we can use them as a great way to gather feedback to improve. We do, of course need to handle them in an effective manner. The sessions also look at how we can deliver customer service in a virtual environment and in a remote working situation. This gives us an opportunity to use our initiative in this new situation to meet and exceed customer expectations.

The approach will be to run two 90-minute sessions with a gap of one week in between. The style of the sessions will be to be as interactive as possible, thought provoking and practical enabling you reflect, share best practice, and consider areas where you can enhance the customer service that you deliver. At the end of the sessions you will have the opportunity to identify three key actions/development areas that you would like to work with in order to transfer the learning into your own working environment.

Aims/Objectives

By the end of the development programme, you will be able to:

• State the key aspects of excellent customer service
• Explain the impact of working as a team in a remote environment
• Be more innovative around permissions and authority levels
• Use customer complaints as an opportunity for feedback
• Benefit from the sharing of best practice
• Identify three actions to enhance customer service in your business area.

What We Will Cover

Setting the Scene

• Programme Overview
• Individual & Group Objectives

A Vision of Excellent Customer Service

• What is Excellent Customer Service?
• What it Looks Like in a Virtual Environment?
• Examples of Excellent, Bad & Indifferent
• Focus - Customer Centric

Working as a Team

• Internal Motivators to Deliver the Customer Experience
• Power of Internal Customer Service
• Developing a Customer Orientated Team Spirit in a Remote Environment
• Permissions & Authority (Empowerment)
• What can I do? – It Starts with Me!

Handling Customer Complaints

• Facts, Feelings, Emotions
• Taking the Opportunity to Learn
• Handling Complaints Effectively
• Turning Complaints into Customer Loyalty

Delighting the Customer

• Taking the Customer Experience from Good to Great
• What Can I do - Ownership?

Key Learning Points

• Actions Moving Forward