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.

USEFUL FOR:

Staff of all levels, who have customer service responsibility.

YOU’ll NEED

Trainer pack and handouts – optional PowerPoint included.