Overview
The course will demonstrate the link between customer satisfaction, customer loyalty and achieving organisational goals. Red Rock International is well known for innovative experiential training which reinforces classroom-based learning and this course is no exception. The course is predominantly practical; participants will have the opportunity to practice customer service skills in a variety of scenarios.
Coaching and feedback will be given throughout by our experienced trainers. By “bringing the customer into the classroom” through lively and engaging exercises, the learning objectives are reinforced.
The course represents a powerful agent for organisational change in respect to world-class service provision. Our course creates a shared understanding of your organisational culture and values regarding customer service. The training will inspire your staff to transform good customer service into the provision of a world-class experience that will keep your service users coming back for more.
Learning Objectives
Following the completion of the course and assignment, the leader will be able to:
- Understand what good customer service is
- Understand the value of good service to customers and the organisation
- Know the six principles of customer service excellence and identify how to apply them
- Improve team working to maximize customer service delivery
- Develop strategies to deal with difficult situations
- Develop and practice customer service skills
Participant Profile
Red Rock International’s customer service training course will equip your managers and team members to meet the challenges of customer-facing service delivery.
Course content
Day 1
The qualities of leadership
The leader – roles and responsibilities
Differences and similarities between leadership and management, and the need for each of them
Behavioural leadership models (situational leadership, servant oblique leader, transformational) and their significance for task performance, culture and relationships
A series of mini-activities are used to demonstrate and allow practise in applying leadership styles to different situations.
