New generation customer service

IN THIS MODULE:

• A fun and creative group drawing exercise identifying the different ways in which we communicate with each other and with customers.
• A task identifying the different challenges each type of communication or social media can have on customer service.

AIMS:

• To recognise how the ways of delivering customer service are expanding.
• To discover the role of the internet, digital communications and social media within customer service to understand its opportunities and/or challenges and how protocols can be put into practice within an organisation.

TIME:

This exercise will take approximately 75 minutes. However, if this is an important topic for you the two exercises can very easily be extended to allow for more in-depth discussion. In which case, you should allow at least an extra 30 minutes.

Group Size:

Ideally, 4-12 people per session. Training materials are reusable.

USEFUL FOR:

Staff of all levels, who have customer service responsibility.

YOU’ll NEED:

Trainer pack and handouts – optional PowerPoint included.

SEE SAMPLE FROM THIS MODULE