Customer service training

Training open courses in London, Manchester, Avon, Gloucestershire, Swansea, Maidstone

Great Customer service; what is it?

Great customer service is a form of communication, and level of service, that causes the customer to be surprised and delighted because they are receiving more and better than they expected.   

1. Quality of service
2. Quantity of service
3. Speed of service
4. Spirit of service 

Customer service Q2- S2 formula: Quality, quantity, speed and spirit

“Quality of service”
Quality of service is a judgement ,of any product, person or service, that describes the degree, to which ( it ) lives up to the expectations of the viewer or the requirements of the task

“Quantity of service”
Quantity refers to the amount or volume of product or service given

“Speed of service”
A measure of how fast and efficiently the service is delivered.

"Spirit of the service”
A measure of the attitude and manner of the person delivering the service.

Mental Attitude is important because it determines how people feel.

Each element of your customer service can be in one of three categories:
1. Better than what was expected
2. The same as what was expected
3. Not as good as what was expected

The importance of Continuous improvement

Continuous Improvement Process (CI) is an on-going effort to improve products, services or processes. These efforts can seek "incremental" improvement over time or "breakthrough" improvement all at once.
Delivery (customer valued) processes are constantly evaluated and improved in the light of their efficiency, effectiveness and flexibility.

Continuous improvement is based on a belief:
"No matter what, Improvement is always possible."

1. Learn from your own experiences by "abstracting from instances"
2. Memorize the model for Great customer service

i. Strive to do better than is expected
ii. Strive to do MORE than is expected
iii. Strive to do it quicker than expected
iv. Strive to do everything in a positive spirit

3. Create and sustain a positive mental attitude by concentrating on
4. Ask only good questions when in a difficult situation
5. Don’t ask negative questions

Refine your own version of the problem solving questions technique 

Summary and Action plan

Download our course mindmap [PDF]

The training method follows this general pattern:

1. The trainer gives a clear explanation of the point in question.
2. The trainer then demonstrates the principle and gives specific examples.
3. Then, the delegates practice by doing an exercise with each other.
4. The delegates practice by doing exercise with the trainer.
5. All points are supported with full written notes to take away.
6. Delegates are asked to write down an associated action, for each point made.
7. (At the end of the day, we have about twenty such actions, from which the delegates choose six which are the most personally meaningful).

Note: we do not believe in placing people in any situation of embarrassment by demanding that they 'perform' in front of the whole group. So you can relax: come on this course and be at ease; ready to learn new skills!

For all your training enquiries please call: 01452 856091

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