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 firstname.lastname@example.org 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.
By the end of the development programme, you will be able to:
What We Will Cover
Setting the Scene
A Vision of Excellent Customer Service
Working as a Team
Handling Customer Complaints
Delighting the Customer
Key Learning Points
This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.
3 hours' CPD can be claimed for this event if relevant to your learning and development needs.
It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.