Customer Service training sessions.
Day one will cover both Customer Service 101 and 102.
This half-day course blends customer service theory with practical tips for improvement. Participants engage in lively conversations regarding the fundamental needs of customers, pet peeves, and good versus bad service. Humorous video clips may be used to examine probable causes of bad customer service. This class also includes a detailed look at proper service habits for various modes of service including face-to-face, telephone and e-mail interactions.
This “roll up your sleeves” workshop is a half-day course designed to build upon the discussions from Customer Service 101. Participants may be asked to put service tips into practice through a combination of live phone calls and writing professional answers to real e-mail questions. They will also devise strategies for serving especially difficult customers (such as Belligerent Bob, Pompous Paul, and Basket Case Brenda), handling public criticism and delivering uncomfortable messages.
Day 2 will cover Customer Service 301.
This final half-day session utilizes a series of actual school photos as the basis for a detailed discussion of first impressions. Using fun fictional companies, groups work to improve “selling” our schools in order to build parental and community support. Participants will enjoy examining the concept of reputation management using adjectives and “badjectives” from pop culture. Time permitting, we also examine the concepts of multicultural service, crisis communications and public promise statements.