Customer Service


This event will support participants to manage and lead customer service effectively and with focus through their teams.



Some of the most successful companies have one thing in common – incredible customer service. These businesses go out of their way to make their customers feel appreciated, understood and cared for. The end result of this is simple and powerful – a strong connection to the customer that goes deeper than the normal company-customer relationship.

This workshop will help participants to challenge and enhance the customer experience they offer. By reviewing and setting customer focused objectives, defining the supporting strategy and identifying the key leadership techniques to drive customer focus through their teams, participants will develop the essential skills to drive customer focus.

Workshop Content:
  • Understanding who your customers are and determining their ‘real’ demands and expectations
  • Assessing the current levels of service provided and identifying opportunities for improvement
  • Developing a customer excellence strategy and setting objectives with critical success factors
  • Understanding various influences and behaviours that impact customer excellence
  • Defining ways of measuring, evaluating and changing plans and actions.
Learning Outcomes:

As an outcome of this development, delegates will be able to:

  • Review the quality of current internal/external customer service
  • Critically analyse customer expectations and demands
  • Develop and drive a customer focused strategy
  • Challenge current methods and explore opportunities to improve and promote customer excellence through their area of responsibility
  • Lead, manage and motivate to achieve higher customer service standards.
Toolkit Content:
  • Script (workshop)
  • Powerpoint
  • Materials Check List
  • Joining Instructions
  • Trainer Guidance
  • Flip Chart Guide
  • Workbooks
  • Activity Briefs/Supporting Materials
  • Evaluation Form


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