Customer engagement & experience solutions

With the bespoke customer service qualifications we can offer, you can ensure your team is cool, calm and collected in any situation; we will develop your people and find out exactly the kind of team member they are and how they can turn any situation into a win for your business. We offer a partnership approach to design in-house, tailor-made courses that are bespoke to your business. We can work with your training & learning and development teams in a number of ways; to help shape the scope of the training with the project sponsors and key stakeholders – right down to the final details.

Want to develop your people’s customer service skills?

Here’s some of the subjects we can help with:

  • Communications styles and techniques
  • Telephone skills
  • How to be proactive
  • Field sales programme
  • How to effectively network

An example of what may be involved in one if our customer service workshops:

Introduction

  • Brain Gym: A simple and fun exercise to get the learners ‘in the room’ and ‘warm up’ their brain.
  • Activity: Knowing me / knowing you: An introduction from the trainer and an opportunity for the group to re-introduce themselves if necessary.
  • Domestics/house rules (Also, structured note pages will be given out that empower the learner to think new learnings on the programme, looking at things from a different perspective, needing to be more conscious of and revisiting old ideas.
  • Learners will be made aware that at the end of each workshop, they will be asked to create a personal action plan that they will embed between workshops(what I will do more, what I will do less, what new things I will do).)
  • Programme agenda (Discussion around how the programme will be structured over the different phases)
  • Today’s agenda (the learners will be asked if there is anything that they want to focus on today.)

Recap quiz

  • Activity: Recap quiz: The group will be split up into two separate groups to undertake a quiz. The groups will be fairly mixed to make sure that both are of a similar ability. The quiz questions will be read by the tutor and will compromise of learnings from workshop 1. Each group will have to come up with a team name and the team with the most points at the end wins. The prize for the quiz will be sweets, toffees and chocolates that will be put onto the learners desks (as per previous workshops).
  • This activity will be a bit of fun but also will recap learning from the previous two workshops.

 What does ‘communication’ mean to you?

  • Activity: What does ‘communication’ mean to you? In groups of 2, the learners will be asked to discuss and makes notes on what communication means to them? Once complete, the trainer will take ideas from the group and transfer them to flipchart. This will show how vast the subject of communication is. The tutor will circle the areas on the flip that are going to be covered on workshop 2 and make reference to other phases as necessary.
  • A quick recap as to how we all see the world differently from phase 1 will be touched on.

Mehrabian

  • Facilitated discussion around the importance on words, vocal qualities and body language when dealing with customers (internal and external).
  • Activity: I didn’t say she stole the money! A simple exercise to show how changing our tone of voice can alter the meaning behind what we are saying.
  • Activity: Does body language matter? A short tutor led demonstration to show how our body language can help or hinder communication between two individuals.
  • Activity: Yellow pages ad. A short video to summarise the importance of vocal qualities and body language.
  • The tutor will at this point coach the group to acknowledge that words, vocal qualities and body language are relevant to internal customer service. The ‘radiator and drain’ concept will be revisited and the group will be introduced to the Betari Box.
  • Facilitated discussion into how Mehrabian’s model of communication changes when talking to someone over the phone.
  • Activity: Vocal qualities and words (relay): The group will be split up into two groups. Each group will form a relay behind a flip chart and identify best practice for words, tone of voice (and body language if they choose) when dealing with customers.

Rapport

  • To open up this section, the tutor will aim to understand the groups understanding around the meaning and value of building rapport.
  • Activity: Back to back: The learners will be put into groups of three’s. In each part of the activity, two learners will have their chairs facing back to back and the third person will observe. A) The first time around, the tutor will take one person from each group out of the room and talk to them around matching and mirroring. They will be given a hand-out on this and will then go back into the room and have a back to back conversation with the other person. They will need to concentrate on matching and mirroring to build rapport. A discussion will be had after with the individuals that were observing. B) The second time around, the tutor will take one person from each group out of the room and talk to them around leading. They will be given a hand-out on this and will then go back into the room and have a back to back conversation with the other person. They will need to concentrate on leading to build rapport. A discussion will be had after with the individual that was observing. C) On the last go, the learner that came outside the room will be asked to NOT match and mirror.
  • Once complete, a discussion around rapport, matching, mirroring and leading will be facilitated regarding the value it can bring to communicating with internal and external customers.

 

Wrap up and next steps

  • Activity: More, less, new: Learners will be asked to complete their more, less, new action plans and share these with the group.

Are you interested in our bespoke customer service programmes?

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