Company Ambassador Workshop for Service Teams
This one day workshop is designed to inspire those in Service Teams- both Service Engineers and those who provide team support - to realise the importance of their contribution to the business of their Company. It will develop their sense of purpose and encourage them to see themselves, directly or indirectly, as a key player in their Company’s business success
The day will build on their experience of customer service and their ability to handle a wide range of client situations with confidence. It will help develop further their organisations’ reputation for excellent service.
What Will Delegates Learn?
v Their vital role as service engineers and service team members in the business growth of their company
v How to contribute to their special role in providing their organisations with a ‘competitive edge’
v How to listen and understand client needs more effectively and to respond to these successfully
v How a little extra effort during a service call can develop opportunities that contribute to ongoing sales
v How to develop stronger and more positive client relationships
v Techniques for handling difficult situations
v That they are valued professionals with a key role in their organisations’ ongoing success
The day will build on and share experience of those attending. It will focus on developing an Action Plan to deliver excellent client service in everyday business.
Practical exercises, discussions and group work form a key part of the workshop – which will be practical, relevant and fun.
v Introduction & Workshop Objectives
v The Developing Role of the Modern Service Team
¨ The Changing World of Customer Service
¨ Becoming an Ambassador for the company you work for
v Contributing to Business Success
¨ Forming and developing positive business relationships
¨ Becoming aware of new opportunities
¨ Picking up ‘free’ information
v Personal Communication Skills
¨ Best Practice listening and questioning techniques
¨ Practical exercises
¨ Reading Customer needs
v People Types & Personalities
¨ Understanding more about ourselves and others
¨ Recognising and responding to different behavioural styles
v Dealing with Difficult Situations
¨ Reviewing difficult situations experienced with customers
¨ Recovering from problem or challenging situations with confidence
¨ Ensuring customer satisfaction and following up
¨ Practical Exercises
v Teamwork & Quality Service
¨ Working together skills
¨ How to become more effective in teamwork and support
¨ Briefing and team discussions
¨ What service team members might do differently or better to build further on quality service
v Developing a Personal Action Plan
¨ A checklist of personal actions to apply in everyday Customer Service situations
When: Tuesday, 21 May 2019
Where: Manchester venue TBC.
Who should attend: Customer facing personnel of service providers.
Cost: £350 plus VAT for CESA members, £450 plus VAT for non-members.